Assistant Manager – Customer Support Operations
17 hours ago
Assistant Manager – Customer Support
Location: Bangalore
Shift: Rotational
About the Role
We are seeking a proactive Assistant Manager to oversee day-to-day operations for voice and chat processes. The role involves managing performance metrics, driving process improvements, and supporting the operations manager in delivering high-quality service outcomes.
Key Responsibilities
- Manage daily operations and ensure adherence to SLAs and KPIs.
- Analyze performance data and generate reports for management review.
- Implement improvement initiatives to enhance productivity and efficiency.
- Support workforce management, rostering, and scheduling activities.
- Conduct performance reviews, feedback sessions, and team calibrations.
- Coordinate with QA, training, and client teams for smooth process delivery.
Candidate Requirements
- 3–6 years of experience in BPO / Customer Support Operations, with 1–2 years in a leadership role.
- Excellent communication in English and Hindi.
- Strong analytical, reporting, and stakeholder management skills.
- Hands-on experience with MS Excel, MIS reporting, and performance tools.
- Ability to work under pressure and drive results in a fast-paced environment.
Why Join Us
- Exposure to strategic operational management.
- Fast-track career growth in leadership and process excellence roles.
- Collaborative and data-driven work culture.
Job Type: Full-time
Work Location: In person
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