The Assistant Manager (AM) is responsible for leading a team of customer support executives across Chat, Email, and Voice channels. This role focuses on building high-performing teams, ensuring service excellence, driving operational efficiency, and meeting both qualitative and quantitative business KPIs. The AM plays a key role in coaching, mentoring, performance management, workforce alignment, SLA adherence, and continuous process improvement.
Responsibilities
Performance Management
• Track and manage individual and team performance against defined KPIs (AHT, CSAT, QA, Productivity, Utilization, etc.).
• Conduct monthly/quarterly performance reviews and create action plans for performance improvement.
• Use data-driven insights to guide coaching, feedback, and performance decisions.
• Partner with HR for performance improvement plans, rewards & recognition, and compliance with organizational guidelines.
• Operational & Team Management
• Oversee day-to-day operations for Chat, Email, and Voice queues to ensure smooth functioning and optimal staffing.
• Monitor real-time performance dashboards and take corrective actions to manage volumes and workload allocation.
• Coordinate with WFM for roster planning, shrinkage control, adherence, and schedule optimization.
• Escalate operational risks, system issues, or challenges proactively.
• SLA Management
• Ensure adherence to all SLAs across response time, resolution time, AHT, contact handling efficiency, and backlog management.
• Analyze SLA breaches and drive root-cause analysis with preventive and corrective measures.
• Work closely with cross-functional teams to resolve process gaps impacting SLA performance.
• Maintain governance through daily/weekly SLA performance reviews.
• Quality Management
• Ensure high-quality customer interactions by collaborating with QA teams on audits, feedback loops, and training needs.
• Analyze quality reports to identify trends, behavior patterns, and improvement op
📌 Assistant Manager (Pune)
🏢 EXL
📍 Pune