Assistant Manager – Back-End & Customer Service (Email, Chat, Voice)

About the role

The Assistant Manager will oversee the blended back‑end operations for email, chat and voice channels, ensuring efficient service delivery and adherence to agreed SLAs. This role combines operational planning, team leadership, and continuous improvement to meet client expectations.

Key responsibilities

• Manage daily call, chat and email operations, maintaining efficiency and effectiveness.
• Ensure all relevant processes are followed on the operational floor.
• Plan day‑to‑day activities to consistently meet SLA targets.
• Liaise with Business Planning & MI teams for resource planning and optimal utilization.
• Optimize workflows, pipelines and individual work queues.
• Participate in client calls to gather feedback, resolve escalations and improve performance.
• Identify and implement process improvement initiatives to boost efficiency and quality.
• Execute business transformation activities within the team.
• Coordinate with Training and L&D teams for training needs analysis and skill development.
• Report on team performance, client feedback and daily operational metrics.
• Manage relationships with other departments and on‑shore teams.
• Monitor leaves, attendance, breaks, attrition and related metrics.
• Support internal functions to resolve team issues.
• Participate in recruitment of new advisors.
• Implement rewards and recognition programs to motivate the team.
• Conduct performance appraisals and feedback sessions for advisors and process leaders.

Required profile

• Proven experience managing multi‑channel (email, chat, voice) contact‑center operations.
• Strong ability to meet and exceed SLA commitments.
• Experience in workforce planning, resource optimization and metric monitoring.
• Demonstrated skill in driving process improvements and business transformation.
• Effective coordination with cross‑functional teams, including training, analytics and client management.
• Leadership experience in recruiting, coaching, and performance management.
• Ability to analyze performance data and produce clear operational reports.

Required skills