Assistant Manager

About the role

The Assistant Manager will ensure that operational processes are executed in line with client contracts while driving team performance on key metrics. This role involves daily shift briefings, performance reporting, stakeholder coordination, and continuous improvement initiatives.

Key responsibilities

• Execute processes according to client contracts and monitor compliance.
• Conduct shift briefings and debriefs to focus the team on quality and metric adherence.
• Prepare and share performance data with clients and internal stakeholders.
• Review performance metrics, perform root‑cause analysis, and implement corrective actions.
• Collaborate with internal teams, including WFM and automation, to resolve issues and identify automation opportunities.
• Coach low performers, develop Performance Coaching & Counselling Plans, and track progress.
• Identify training needs for new joiners and deliver process or refresher training.
• Coordinate with client managers and internal delivery leadership on project updates and escalations.
• Support recruitment, onboarding, and talent development to maintain a skilled team.

Required profile

• Strong understanding of call‑center or process‑driven environments.
• Excellent communication and stakeholder management skills.
• Ability to analyze data, identify trends, and drive improvements.
• Proactive attitude with a focus on team engagement and performance.

Required skills