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: Associate Manager Operation

Position Overview The Associate Manager will oversee daily operations of customer service teams handling email and chat-based interactions in a BPO. The role focuses on delivering exceptional customer experience, ensuring SLA adherence, Requests processing, sharing the required information and driving operational excellence across non-voice channels.

Key Responsibilities

- Team Leadership
- Manage and mentor team leaders and agents in email and chat support.
- Conduct performance reviews, coaching sessions, and skill development programs.
- Foster a culture of accountability, collaboration, and customer-first mindset.

- Operational Management
- Oversee daily operations of email and chat queues, ensuring timely responses & processing
- Monitor SLA adherence, workload distribution, and workforce management.
- Ensure adherence of all the internal & external KPIs

- Quality Assurance
- Collaborate with quality teams to audit email and chat interactions.
- Implement corrective actions and drive calibration sessions.
- Ensure compliance with communication guidelines and client requirements.

- Process Improvement
- Identify inefficiencies in email/chat workflows and recommend solutions.
- Drive automation initiatives (templates, AI-assisted responses,



knowledge base).
- Support onboarding of new processes and clients with robust frameworks.

- Stakeholder Management
- Act as a liaison between clients, senior management, and operations teams.
- Present performance reports and improvement plans to stakeholders.
- Ensure compliance with organizational policies and client expectations.

Required Skills & Competencies

- Strong expertise in email and chat support operations.
- Knowledge of CRM tools, ticketing systems, and reporting dashboards.
- Excellent written communication and customer service skills.
- Leadership experience with ability to manage multi-channel teams.
- Analytical mindset with focus on process excellence and SLA management.

Qualifications

- Bachelors degree in business administration, Communication, or related field.
- 6+ years of experience in BPO contact center operations, with at least 3 years in email/chat support leadership.
- Exposure to multi-channel support (voice, chat, email) preferred.
- Ability to work within challenging setting with tight delivery timelines
- Effective problem-solving and decision-making skills
- Demonstrated passion for ownership, data accuracy and maintenance

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📌 Assistant Manager - operation (Chandigarh)
🏢 Tech Mahindra
📍 Chandigarh