Assistant Manager

Key Responsibilities:

• Lead, mentor, and manage a team of TL'S to achieve performance targets (KPIs, SLAs, CSAT, AHT, etc.).

• Monitor team performance, provide coaching, and implement improvement plans.

• Handle escalations, ensure high-quality customer service, and drive process excellence.

• Collaborate with stakeholders to optimize workflows and enhance efficiency.

• Ensure compliance with company policies, client requirements, and industry best practices.

• Conduct regular team meetings, performance reviews, and training sessions.

• Work on workforce planning, rostering, and attrition control.

• Generate reports and provide insights for operational improvements.

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