Assistant Manager

Job Title: Assistant Manager

Location: Hyderabad

Shift: Night shift

Salary: 6LPA

Contract: 6 months

About the Role

We are seeking a highly driven and people-focused Assistant Manager to lead a team of operations executives and drive operational excellence. The ideal candidate will have strong experience in team management, stakeholder coordination, customer operations, process improvement, performance management, and data-driven decision-making.

This role requires a hands-on leader who can effectively manage daily operations, improve customer experience, drive SLA adherence, and foster a high-performance culture.

Key Responsibilities

Team Leadership & People Management

• Lead, mentor, and manage a team of executives.
• Provide guidance on task prioritization, workload balancing, and daily execution.
• Conduct regular one-on-one meetings to address employee concerns, career aspirations, engagement, and retention.
• Drive a positive team culture while minimizing burnout and maximizing productivity.

Operational Excellence

• Ensure smooth execution of day-to-day operational activities.
• Conduct daily pre-shift and post-shift huddles to communicate performance updates, business priorities, and policy changes.
• Maintain 100% adherence to SLAs, KPIs, and quality standards.
• Handle high-priority escalations from internal and external stakeholders with professionalism and compliance.

Performance Management & Coaching

• Conduct monthly, quarterly, and annual performance reviews.
• Identify performance gaps and implement corrective action plans (CAP) and performance improvement plans (PIP).
• Drive continuous coaching, development, and productivity enhancement initiatives.

Customer Experience & Process Improvement

• Analyze customer feedback, support tickets, and operational metrics to identify root causes and improvement opportunities.
• Collaborate with Product, Operations, Customer Support, and CRM teams to improve customer journeys and reduce ticket volumes.
• Develop and implement proactive customer communication strategies and SOPs to enhance customer satisfaction.

Analytics & Reporting

• Generate and maintain MIS reports covering productivity, quality, operational volumes, and performance metrics.
• Present actionable insights and recommendations to leadership and key stakeholders.
• Monitor trends, identify risks, and implement data-backed solutions.

Training & Quality Management

• Partner with Quality and Training teams to conduct TNA/TNI activities.
• Ensure process adherence, SOP compliance, and ongoing capability development.
• Support onboarding, hiring, and training initiatives for team growth.

Process Governance

• Own and maintain operational SOPs, process documentation, and knowledge repositories.
• Ensure business continuity through effective documentation and process standardization.

Required Qualifications

• Bachelor's degree in Business, Operations, Management, or related field.
• 3+ years of experience in Operations, Customer Support, Central Operations, or Contact Center environments.
• Minimum 1-2 years of people management experience leading teams.
• Strong knowledge of SLA, KPI, Quality, Productivity, and Workforce Management concepts.
• Experience in stakeholder management and escalation handling.
• Excellent analytical and reporting skills with proficiency in Excel and MIS reporting.
• Strong communication, coaching, and problem-solving abilities.
• Experience working with CRM tools and customer support platforms is preferred.

Desired Skills

• Team Leadership
• Performance Management
• Coaching & Mentoring
• Stakeholder Management
• Customer Operations
• SLA & KPI Management
• Process Improvement
• Root Cause Analysis
• MIS Reporting & Analytics
• Escalation Management
• SOP Documentation
• Training & Quality Coordination
• CRM & Customer Experience Management

What Success Looks Like

• Consistent achievement of operational KPIs and SLAs.
• High employee engagement and retention.
• Improved customer experience and reduced ticket volumes.
• Strong stakeholder satisfaction and operational efficiency.
• Continuous process improvements driven by data and insights.