We are looking for an Assistant Manager – Operations (Inbound) to oversee daily operations, manage team performance, improve process efficiency, and ensure excellent customer experience.
Key Responsibilities
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Ensure customer-centric operations and resolve issues as per internal policies.
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Manage attrition through active team engagement and transparent communication.
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Support new team members in onboarding and workplace adjustment.
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Track KPIs, review performance, and drive improvements.
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Maintain ABCD ranking for CSA/TL teams.
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Reduce client escalations by addressing VOC/VOB points.
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Analyze market benchmarks and share insights with internal/external stakeholders.
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Work on process enhancement initiatives.
