Assistant Manager

The Assistant Manager (AM) is responsible for leading a team of customer support executives across Chat, Email, and Voice channels. This role focuses on building high-performing teams, ensuring service excellence, driving operational efficiency, and meeting both qualitative and quantitative business KPIs. The AM plays a key role in coaching, mentoring, performance management, workforce alignment, SLA adherence, and continuous process improvement.

Performance Management

• Track and manage individual and team performance against defined KPIs (AHT, CSAT, QA, Productivity, Utilization, etc.).
• Conduct monthly/quarterly performance reviews and create action plans for performance improvement.
• Use data-driven insights to guide coaching, feedback, and performance decisions.
• Partner with HR for performance improvement plans, rewards & recognition, and compliance with organizational guidelines.

Operational & Team Management

• Oversee day-to-day operations for Chat, Email, and Voice queues to ensure smooth functioning and optimal staffing.
• Monitor real-time performance dashboards and take corrective actions to manage volumes and workload allocation.
• Coordinate with WFM for roster planning, shrinkage control, adherence, and schedule optimization.
• Escalate operational risks, system issues, or challenges proactively.

SLA Management

• Ensure adherence to all SLAs across response time, resolution time, AHT, contact handling efficiency, and backlog management.
• Analyze SLA breaches and drive root-cause analysis with preventive and corrective measures.
• Work closely with cross-functional teams to resolve process gaps impacting SLA performance.
• Maintain governance through daily/weekly SLA performance reviews.

Quality Management

• Ensure high-quality customer interactions by collaborating with QA teams on audits, feedback loops, and training needs.
• Analyze quality reports to identify trends, behavior patterns, and improvement opportunities.
• Conduct refresher training, calibration sessions, and quality workshops to ensure consistent service standards.
• Drive initiatives that improve CSAT, NPS, FCR, and other experience metrics.

Stakeholder & Cross-Functional Collaboration

• Work closely with Operations Leaders, Quality, WFM, Training, and Product/Policy teams to align operational goals.
• Drive continuous improvement projects based on customer pain points, process gaps, or agent performance needs.
• Represent the team in internal reviews, business updates, and performance discussions.

Reporting & Analytics

• Generate and review daily, weekly, and monthly reports on performance metrics.
• Identify trends and insights to guide strategic and operational decision-making.
• Present dashboards, RCA documents, action plans, and performance stories to leadership.
• Bachelor’s degree or equivalent experience.
• 3–5 years of experience in customer support operations, including team leadership roles.
• Strong knowledge of Chat, Email, and Voice support workflows.
• Experience managing KPIs such as SLA, AHT, CSAT, QA, and Productivity.