About this role
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.
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 opportunities. • Conduct refresher training, calibration sessions, and quality workshops to ensure consistent service standards. • Drive initiatives that improve CSAT, NPS, FCR, and other experience metrics. • Stakeholder & Cross-Functional Collaboration • Work closely with Operations Leaders, Quality, WFM, Training, and Product/Policy teams to align operational goals. • Drive continuous improvement projects based on customer pain points, process gaps, or agent performance needs. • Represent the team in internal reviews, business updates, and performance discussions. • Reporting & Analytics • Generate and review daily, weekly, and monthly reports on performance metrics. • Identify trends and insights to guide strategic and operational decision-making. • Present dashboards, RCA documents, action plans, and performance stories to leadership.
• Bachelor’s degree or equivalent experience. • 3–5 years of experience in customer support operations, including team leadership roles. • Strong knowledge of Chat, Email, and Voice support workflows. • Experience managing KPIs such as SLA, AHT, CSAT, QA, and Productivity.