Job Title: Assistant Manager

Location: Hyderabad

Shift: Night shift

Salary: 6LPA

Contract: 6 months

About the Role

We are seeking a highly driven and people-focused Assistant Manager to lead a team of operations executives and drive operational excellence. The ideal candidate will have strong experience in team management, stakeholder coordination, customer operations, process improvement, performance management, and data-driven decision-making.

This role requires a hands-on leader who can effectively manage daily operations, improve customer experience, drive SLA adherence, and foster a high-performance culture.

Key Responsibilities

Team Leadership & People Management

- Lead, mentor, and manage a team of executives.
- Provide guidance on task prioritization, workload balancing, and daily execution.
- Conduct regular one-on-one meetings to address employee concerns, career aspirations, engagement, and retention.
- Drive a positive team culture while minimizing burnout and maximizing productivity.

Operational Excellence

- Ensure smooth execution of day-to-day operational activities.
- Conduct daily pre-shift and post-shift huddles to communicate performance updates, business priorities, and policy changes.
- Maintain 100% adherence to SLAs, KPIs, and quality standards.
- Handle high-priority escalations from internal and external stakeholders with professionalism and compliance.

Performance Management & Coaching

- Conduct monthly, quarterly, and annual performance reviews.
- Identify performance gaps and implement corrective action plans (CAP) and performance improvement plans (PIP).
- Drive continuous coaching, development, and productivity enhancement initiatives.

Customer Experience & Process Improvement

- Analyze customer feedback, support tickets, and operational metrics to identify root causes and improvement opportunities.
- Collaborate with Product, Operations, Customer Support, and CRM teams to improve customer journeys and reduce ticket volumes.




- Develop and implement proactive customer communication strategies and SOPs to enhance customer satisfaction.

Analytics & Reporting

- Generate and maintain MIS reports covering productivity, quality, operational volumes, and performance metrics.
- Present actionable insights and recommendations to leadership and key stakeholders.
- Monitor trends, identify risks, and implement data-backed solutions.

Training & Quality Management

- Partner with Quality and Training teams to conduct TNA/TNI activities.
- Ensure process adherence, SOP compliance, and ongoing capability development.
- Support onboarding, hiring, and training initiatives for team growth.

Process Governance

- Own and maintain operational SOPs, process documentation, and knowledge repositories.
- Ensure business continuity through effective documentation and process standardization.

Required Qualifications

- Bachelor's degree in Business, Operations, Management, or related field.
- 3+ years of experience in Operations, Customer Support, Central Operations, or Contact Center environments.
- Minimum 1-2 years of people management experience leading teams.
- Strong knowledge of SLA, KPI, Quality, Productivity, and Workforce Management concepts.
- Experience in stakeholder management and escalation handling.
- Excellent analytical and reporting skills with proficiency in Excel and MIS reporting.
- Strong communication, coaching, and problem-solving abilities.
- Experience working with CRM tools and customer support platforms is preferred.

Desired Skills

- Team Leadership
- Performance Management
- Coaching & Mentoring
- Stakeholder Management
- Customer Operations
- SLA & KPI Management
- Process Improvement
- Root Cause Analysis
- MIS Reporting & Analytics
- Escalation Management
- SOP Documentation
- Training & Quality Coordination
- CRM & Customer Experience Management

What Success Looks Like

- Consistent achievement of operational KPIs and SLAs.
- High employee engagement and retention.
- Improved customer experience and reduced ticket volumes.
- Robust stakeholder satisfaction and operational efficiency.
- Continuous process improvements driven by data and insights.

📌 Assistant Manager (Secunderabad)
🏢 Artech Infosystems Private
📍 Secunderabad