Assistant Manager

Key Responsibilities

• Lead, mentor, and manage a team of 15–20+ international voice associates
• Drive team performance to meet or exceed KPIs such as CSAT, NPS, Quality, AHT, FCR, SLA, and KRA
• Monitor daily, weekly, and monthly performance metrics and implement corrective action plans
• Handle performance management, coaching, and development of team members
• Manage client communications including calibrations, reviews, and business updates
• Coordinate with Quality and Training teams to improve call quality and process adherence
• Conduct audits, feedback sessions, and refresher training programs
• Identify operational gaps and implement process improvements and SOP updates
• Handle customer escalations and complex client issues effectively
• Monitor shrinkage, attrition, and productivity to ensure operational efficiency
• Prepare and present reports using MS Excel and PowerPoint