Assistant Manager

Operations & Delivery

• Manage 24×7 voice operations supporting US clients, ensuring uninterrupted service delivery.
• Own SLAs/KPIs including AHT, TSF, CSAT, FCR, Quality, Productivity, and Compliance.
• Drive real-time performance management in collaboration with WFM to manage volumes, shrinkage, and staffing.
• Ensure adherence to US market compliance requirements, data privacy, and client-specific processes.

People Management

• Lead, coach, and develop Team Leads / Supervisors and frontline agents.
• Drive a strong performance culture through regular reviews, coaching, and corrective action plans.
• Manage attrition, engagement, attendance, and succession planning in a 24×7 setup.
• Conduct skip-level meetings, performance calibrations, and talent development initiatives.

Quality & Customer Experience

• Partner with Quality and Training teams to improve call quality and customer experience.
• Analyze customer feedback, survey data, and VOC trends to identify improvement opportunities.
• Implement corrective and preventive actions for recurring customer issues or escalations.

Stakeholder & Client Management

• Act as a point of contact for client escalations, performance reviews, and governance calls.
• Present operational metrics, insights, and improvement plans to senior leadership and clients.
• Collaborate cross-functionally with WFM, QA, Training, HR, IT, and Compliance teams.

Continuous Improvement & Governance

• Drive process improvements, automation, and standardization initiatives.
• Lead root cause analysis for SLA misses, escalations, or audit findings.
• Ensure SOP adherence and periodic updates in line with business changes.
• Support transitions, new scope launches, and ramp-ups.

Key Skills & Competencies

• Strong expertise in US market voice operations
• Proven experience managing 24×7 contact center operations
• Excellent people leadership and stakeholder management skills
• Strong analytical mindset with data-driven decision-making
• Effective communication skills (verbal & written)
• Ability to manage ambiguity and perform under pressure

Graduate 2 - 5 Years