Assistant Manager (Operations For Inbound & Outbound)

Key Responsibilities

• Promote customer centricity and ensure awareness of internal policies for smooth issue resolution
• Guide and support team members to address controllable concerns transparently
• Provide special attention to onboarding and integrating new team members into the work environment
• Track and resolve concerns by coordinating with supervisors
• Measure client KPIs and conduct regular performance reviews with internal teams
• Maintain ABCD ranking for team members (CSA/TL) to drive accountability
• Initiate and implement process improvement strategies
• Reduce client escalations by addressing open points from VOC, VOB, reviews, and MoMs
• Conduct market studies for process benchmarking and share insights with internal and external stakeholders
• Maintain effective written communication and client interaction