Assistant Manager – Operations (Customer Service Domain)

The Assistant Manager - Operations is responsible for managing and driving the performance of multiple teams on the floor, ensuring superior customer experience, and meeting client metrics and SLAs. This role requires a proactive leader who can manage staff availability, address escalations, and implement effective solutions for operational challenges.

Key Responsibilities:

• Team Management: Oversee and drive the performance of multiple teams, ensuring operational excellence across the floor.
• Workforce Management: Ensure staffing levels are maintained as per Workforce Management (WFM) guidelines across all allocated processes.
• Client Metrics & SLAs: Drive key client metrics and Service Level Agreements (SLAs) within the teams, ensuring daily targets are met.
• Attrition & Shrinkage Management: Monitor and manage attrition and shrinkage across assigned teams, implementing strategies to minimize both.
• Customer Experience: Focus on providing superior customer experience by addressing customer and client escalations within defined Turnaround Time (TAT) and processes.
• Risk Mitigation: Develop and implement an Early Warning System for key process metrics, identifying and mitigating risks proactively.
• Leadership Support: Highlight key areas of concern to the leadership team and seek support within desired time frames.
• Staffing & Recruitment: Manage staffing requirements through recruitment and cross-skilling of resources as needed.
• Operational & Quality Meetings: Participate actively in all operational and quality meetings as per client schedules.
• Performance Reviews: Engage in weekly, fortnightly, and monthly performance reviews to assess and improve team performance.
• Compliance & Adherence: Ensure compliance with organizational processes and create awareness of Governance, Risk, and Compliance (GRC) and Quality Management Systems (QMS) guidelines across the floor.
• Mentorship: Mentor and assist new hires in developing the necessary skillsets for career progression.
• Issue Reporting: Report deviations to leadership and respective departments immediately and take appropriate action.
• Proactive Communication: Keep the manager informed of challenges and obstacles that may impact team performance.
• Process Documentation: Maintain a knowledge repository for the process and ensure process documentation is updated as changes are confirmed.

Operational Skill Requirements:

• Domain Expertise: Demonstrated command of the customer service domain, providing timely resolution to issues.
• Client & Customer Experience: Ability to drive client and customer experience through effective operations, quality, and compliance frameworks.
• Analytic Skills: Strong analytic skills to generate data and insights around key business drivers for decision-making.
• Escalation Handling: Proficiency in handling escalations, with knowledge of sales and retention.
• MIS Reporting: Generate Management Information System (MIS) reports and provide business analysis and insights.

Technical Competencies:

• Computer Proficiency: High proficiency in using computers, including knowledge of CRM and other relevant applications.
• Operating Systems: Basic knowledge of operating systems like Windows.
• Mobile Platforms: Basic understanding of mobile platforms and market trends.
• Web Browsers: Basic knowledge of web browsers such as MS Internet Explorer and equivalents.
• Excel & Email Communication: Sound knowledge of Excel and email communication.

Process Knowledge:

• Policies & Procedures: Strong understanding of policies, processes, procedures, confidentiality, and business ethics.
• Customer Service Knowledge: Familiarity with different types of customers and their respective service eligibilities.
• Transaction Management: Knowledge of transaction flow, transaction scripts, and documentation requirements.

Product Knowledge:

• Product Entitlements: Comprehensive understanding of product entitlements and service offerings.
• Issue Resolution: Ability to resolve sales and refund inquiries, McAfee product features, installation/uninstallation procedures, and customer account-related issues.
• Product Workflows: Proficient in product-specific workflows and support scopes.

Soft Skills:

• Communication: Strong oral and written communication skills in English, essential for interacting with internal and external clients.
• Leadership: Ability to lead, motivate, and drive performance across the floor, even in high-pressure situations.