Job Summary

As an Assistant Manager, you will take full ownership of day-to-day sales and customer engagement operations, leading large teams of telecalling and outbound support agents. You will be responsible for performance management, manpower planning, KPI governance, stakeholder collaboration, and continuous improvement across people, process, and technology.
Key Responsibilities
- Lead and manage large teams (100+ agents) across telecalling and sales operations
- Define, monitor, and continuously improve key performance metrics, including call volumes, talk time, CSAT, quality scores, retention, and productivity
- Analyze performance data to identify trends, gaps, and improvement opportunities across CSAT, quality, and efficiency
- Own end-to-end daily operations, including manpower planning, hiring support, training coordination, and culture building
- Design and execute initiatives across people, process, and technology to improve agent and team KPIs
- Develop and implement performance strategies to enhance productivity, motivation, and outcome ownership




- Collaborate with cross-functional teams, such as technology and content, to support BAU operations and resolve system or process gaps
- Draft, implement, and govern operational policies, including attendance, incentive structures, KPIs, and performance improvement plans
- Lead interviews, assessments, and role definition for new hires
- Conduct regular performance evaluations, provide structured feedback, and support appraisals
- Build a positive, accountable, and high-performance team culture
- Ensure continuous training, upskilling, and career development for all team members
Job Requirements
Education
- Graduate qualification from any educational field under the 10+2+3 format
Experience Skills
- Minimum 1 year of experience as an Assistant Manager in a premium contact center environment
- Experience handling customer support, sales or outbound support teams is mandatory
- Existing Team Leaders wi

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