Assistant Manager (Operations For Inbound & Outbound)

Key Responsibilities

• Maintain strong customer centricity through effective issue management and adherence to internal policies
• Ensure awareness of internal policies among team members and guide issue resolution transparently
• Provide focused support to new team members for smoother adjustment to the work environment
• Coordinate with supervisors to ensure closure of employee concerns
• Measure and review client KPIs with internal teams and include them in team performance discussions
• Maintain ABCD performance ranking for CSAs and TLs
• Take proactive initiatives for process improvement
• Reduce client escalations by tracking open points in VOC/VOB, reviews, and MoMs
• Conduct market benchmarking to compare processes and share insights with both internal and external stakeholders
• Demonstrate strong written and client communication skills