Assistant Manager

About the role

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.

What you'll do

• Responsible for leading a team of customer support executives across Chat, Email, and Voice channels
• 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

What you need

• 3–5 yrs of experience
• Reporting
• Customer service
• Process improvement
• Performance management
• Root cause analysis
• Team management
• Any graduate

Good to have

• Voice process