Assistant Manager

A4 to A5
Or
P3 to P4
• Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
• Min 2 years’ experience in the current role
• No Warning Letter issued in the past 6 months
• Mandatory E-learning courses certified wherever applicable

• Maintaining the agreed Service Level as per defined KPI
• Maintaining the agreed Answering Level as per defined KPI
• Maintaining the agreed External Quality Score as per defined KPI
• Managing the Manpower & Assets Productivity
• Managing the TL – CCE Span as per the agreement with client
• Coordinate with support functions for recruitment/ on boarding/ training
• Review performance at least once every month with the team
• Documentation and compliance of ISO processes
• Managing the Attrition% as per the defined KRA’s
• Managing & further improving the CSAT Scores as per defined KPI’s
• Maintain the L2 level manpower
• Responsible for Controlling attrition
• Analyze MIS reports; identify trends and take appropriate action on the same

Graduation