Assistant Manager

NA

NA

Must have experience in managing webchat operations.
Manage the team and ensure all targets (SLAs/KPIs) are achieved, with strong focus on daily operational delivery.
Support and guide the SME/Mentor to help them learn and perform better.
Keep the team motivated and control issues like absenteeism and attrition.
Identify opportunities to improve processes and drive improvements.
Provide regular coaching and feedback to help team members improve performance.
Help new joiners become productive as quickly as possible.
Handle escalations effectively and ensure quick resolution.
Share clear guidance with the team on processes and systems.
Interact with clients when required at the supervisor level.
Ensure all work follows company policies, external regulations, and information security standards.
Make sure all team members understand their goals and how they connect to the organization’s quality standards.