Assistant Manger

Open 18d reposted 2× · 2 open copies

Summary

Oversee daily operations, coach team leaders, and drive process improvements to meet SLAs and KPIs in a business-process outsourcing environment.

Manage daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
Lead, coach, and mentor Team Leaders and support their professional development.
Monitor productivity, quality, attendance, and adherence to operational standards.
Analyze operational data and prepare daily, weekly, and monthly performance reports.
Identify process improvement opportunities and implement initiatives to enhance efficiency and customer experience.
Handle client escalations and ensure timely resolution of operational issues.
Coordinate with Quality, Training, Workforce Management, HR, and other support functions to achieve business goals.
Conduct performance reviews and develop action plans for underperforming teams.
Ensure compliance with company policies, client requirements, and data security standards.
Support transition activities, process migrations, and new project implementations as required.
Drive employee engagement, motivation, and retention initiatives.

Manage daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
Lead, coach, and mentor Team Leaders and support their professional development.
Monitor productivity, quality, attendance, and adherence to operational standards.
Analyze operational data and prepare daily, weekly, and monthly performance reports.
Identify process improvement opportunities and implement initiatives to enhance efficiency and customer experience.
Handle client escalations and ensure timely resolution of operational issues.
Coordinate with Quality, Training, Workforce Management, HR, and other support functions to achieve business goals.
Conduct performance reviews and develop action plans for underperforming teams.
Ensure compliance with company policies, client requirements, and data security standards.
Support transition activities, process migrations, and new project implementations as required.
Drive employee engagement, motivation, and retention initiatives.