Assistant Manager

Role &responsibilities

• Manage day‑to‑day operations of international voice processes (US/UK/Australia)
• Ensure SLA, KPI, and productivity targets are consistently met
• Monitor call metrics including AHT, CSAT, Quality, and Adherence
• Handle escalations and ensure timely resolution of customer and client issues

Team Management:

• Lead and manage Team Leaders and frontline associates
• Conduct regular performance reviews, coaching, and feedback sessions
• Support agent engagement, motivation, and retention initiatives
• Ensure effective shift planning and resource utilization

Quality & Process Improvement:

• Work closely with Quality and Training teams to improve call performance
• Identify process gaps and implement corrective action plans
• Drive continuous improvement initiatives to enhance customer experience

Client & Stakeholder Management:

• Act as a point of contact for client communication and updates
• Participate in client calls, reviews, and performance discussions
• Coordinate with cross‑functional teams (QA, Training, HR, WFM)