Assistant Manager Customer Service (Inbound Voice)

Key Responsibilities

1. People Management Lead, motivate, and support a team of associates to achieve performance targets. Conduct regular 1:1s, feedback sessions, and performance discussions. Drive employee engagement and foster a positive team culture. Identify training needs and coordinate upskilling initiatives. Manage leaves, roster alignment, and team discipline as per company policies.

Description for Internal Candidates

Key Responsibilities 1. People Management

• Lead, motivate, and support a team of associates to achieve performance targets.
• Conduct regular 1:1s, feedback sessions, and performance discussions.
• Drive employee engagement and foster a positive team culture.
• Identify training needs and coordinate upskilling initiatives.
• Manage leaves, roster alignment, and team discipline as per company policies.

2. Operational Delivery

• Oversee daily operations to ensure smooth workflow and target achievement.
• Monitor key KPIs such as quality, productivity, efficiency, and SLA adherence.