Full job description

Role Summary

The Assistant Manager Call Center supports the Manager in leading daily operations of a multi-channel Facilities Management (FM) contact center. The role involves overseeing all inbound and outbound communication channels including calls, emails, WhatsApp, and ticketing systems, while ensuring seamless integration with the CAFM (Computer-Aided Facilities Management) platform. The position requires a strong understanding of AI and automation tools to improve customer experience, service efficiency, and data accuracy across operations.

Key Responsibilities

Operational Support

Supervise daily agent performance and ensure adherence to SLAs and service standards.
Oversee accurate job logging, assignment, and closure within the CAFM system.
Assist in shift scheduling, manpower planning, and workforce optimization for 24/7 operations.
Monitor all communication channels to ensure quick and effective response and escalation handling.
Support achievement of operational KPIs including Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).

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