Assistant Manager Operations (Operations For Inbound)

Key Responsibilities

• Promote a customer-centric culture with awareness of internal policies and issue resolution
• Manage attrition by addressing controllable concerns with a transparent approach
• Support new joiners in adapting to the work environment and coordinate with supervisors for closure of concerns
• Track and review client KPIs and performance with internal teams regularly
• Monitor and improve team ranking metrics (ABCD model) through focused initiatives
• Analyze customer feedback (VOC/VOB), track escalations, and take corrective action
• Research market benchmarks and share analysis with internal and external stakeholders
• Drive continuous process improvement and reduce client escalations