Contact Center Deputy Manager

About Aambience Services

Aambience Services is an innovative company, providing workflow automation solutions and information technology services. What makes us different is our strong desire to challenge the status quo, inspire and create ground-breaking solutions. We build relationships with our clients, on solid foundations of quality and know-how, while creating great experiences, through great customer service.

Our team consists of experienced professionals with a passion for their work. They are the cornerstone of our company’s dynamic culture and stand as strong and reliable partners towards our customers’ concerns and needs. This is why we have built a diverse environment that maximizes employee engagement and performance, based on our key value to invest on and develop our people and teams.

The Role

We are looking for a results-driven Contact Center Deputy Manager to support the effective management of our call center operations across customer service and telesales activities and drive high team performance across projects. In this role, you will work closely with supervisors, team leaders, and senior management to ensure the achievement of operational KPIs, service levels, sales targets, quality standards, and client expectations.

You will play a key role in performance monitoring, operational coordination, people management, and continuous improvement initiatives, contributing directly to service excellence, commercial performance, and sustainable business growth.

Key Responsibilities

• Support the day-to-day management of call center operations across customer service and telesales teams.
• Monitor performance against KPIs, SLAs, quality standards, productivity targets, conversion targets, and financial objectives, taking corrective actions when needed.
• Analyze operational and commercial performance data to identify trends, gaps, and improvement opportunities.
• Work closely with supervisors and team leaders to drive alignment, accountability, and consistent performance across service and sales teams.
• Ensure proper workload allocation, staffing coordination, and effective daily management based on business priorities and client requirements.
• Participate in client meetings and business reviews, presenting performance updates, sales and service insights, and action plans.
• Build and maintain strong, trust-based relationships with clients through professional and responsive communication.
• Contribute to the implementation and continuous improvement of customer service and telesales processes, reporting, scripts, and quality standards.
• Lead, coach, and support team members, fostering engagement, development, and a strong performance culture.
• Support recruitment, onboarding, and capability development of new hires.
• Handle escalations, customer complaints, and complex operational issues with professionalism and a solution-oriented mindset.
• Support initiatives that improve customer satisfaction, service quality, sales effectiveness, and revenue performance.

Requirements:
• Bachelor’s degree in Business Administration, Economics, Humanities, or a related field.
• Minimum of 2 years of experience in a similar role within a call center environment.
• Proven experience in managing teams and driving operational performance.
• Proven experience in customer service and telesales operations .
• Excellent command of English, both written and verbal.
• Strong understanding of call center operations, KPIs, service levels, sales performance metrics, and client reporting.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication skills with the ability to adapt to different audiences and stakeholders.
• Strong analytical thinking and data-driven decision-making ability.
• Results-oriented mindset with a strong customer and commercial focus.
• Problem-solving skills and ability to manage complexity in a fast-paced environment.
• Strong presentation and stakeholder management skills.
• Tech-savvy, with familiarity in call center systems, reporting tools, and Microsoft Office applications.

Benefits:
• Competitive compensation package.
• Annual Bonus Scheme based on performance.
• Private medical insurance.
• Continuous learning opportunities.
• Access to e-learning platform & Professional certifications.
• Exposure to cross-functional projects.