Assistant Manager

The Assistant Manager will oversee the day-to-day operations of the Sales & Service account, ensuring delivery of key business metrics related to service levels, quality, productivity, customer experience, compliance, and employee engagement. The role involves leading team managers or associates, driving performance through coaching and development, collaborating with support functions, managing client expectations, and identifying opportunities for operational improvements. The Assistant Manager is expected to foster a high-performance culture while ensuring adherence to company policies, regulatory standards, and client requirements.

• Minimum 3-5 years of experience in BPO, customer service, sales, insurance, banking, or shared services operations.
• At least 1-2 years of people leadership experience in a Team Leader, Supervisor, SME Lead, or equivalent role.
• Experience managing KPI-driven operations and coaching teams to performance targets.

• Analyze operational metrics and implement action plans to address performance gaps.
• Ensure compliance with client requirements, regulatory obligations, and company policies.
• Drive quality improvement initiatives through audits, coaching, and performance reviews.
• Partner with Workforce Management, Training, Quality, HR, and other support teams to meet business objectives.
• Conduct regular performance reviews, feedback sessions, and succession planning activities.
• Manage staffing requirements, schedule adherence, attendance, and workforce utilization.
• Prepare and present business reviews, performance reports, and operational updates to leadership and clients.
• Identify process improvement opportunities and support continuous improvement initiatives.
• Handle escalations effectively and ensure timely resolution of customer and business issues.
• Foster a positive, inclusive, and engagement-focused work environment.both internal team members and external clients, necessitating strong communication skills and a collaborative spirit.