Assistant Manager

Digitide; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Digitide in Bengaluru seeks a Customer Support/Operations lead with at least 2 years in the current role to meet internal and external SLA’s, manage shrinkage and attrition, and design dialer strategies in alignment with business goals.

You will coach 2-3 Team Leads and 30-50 CSA, develop KPIs, ensure compliance with guidelines, and drive profitability through performance dashboards and MIS.

Qualifications

• Graduation is required.

Responsibilities

• Meets the internal and external SLA’s
• Manages the shrinkage and attrition for the teams
• Designs and executes dialer strategies
• Able to design the KPI/KRA in line with the business.
• Fair idea about the revenue calculations and P&L
• Maintain a working knowledge of all current Process guidelines
• Identify improvement opportunities related to the team programs and processes
• Confirm compliance to all guidelines
• Recruit, train and lead a team of CSA & TL’s
• Manage the daily operations associated with the process
• Develop performance metrics for each position within area of responsibility and lead staff toward exceeding stated business objectives
• Utilize decision and reporting tools to minimize variability, improve quality and maximize profitability of the business.
• Interact effectively with senior management, other departments and customers
• The candidate will play a key role in the coaching and development of approximately 2-3 Team Leads and 30-50 CSA.
• Key Deliverables
• Manage and set the standards to ensure excellent customer care is delivered effectively.
• Ensure consistency of service to the
• Achieve KPIs and SLAs through continuous monitoring and corrective action.
• Dashboards and MIS

Skills

People management

SLA management

Team coaching

Education

Graduation

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

• A4 to A5
• Or
• P3 to P4
• Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
• Min 2 years’ experience in the current role
• No Warning Letter issued in the past 6 months
• E-learning mandatory courses certified wherever applicable

Responsibilities

• Meets the internal and external SLA’s
• Manages the shrinkage and attrition for the teams
• Designs and executes dialer strategies
• Able to design the KPI/KRA in line with the business.
• Fair idea about the revenue calculations and P&L
• Maintain a working knowledge of all current Process guidelines
• Identify improvement opportunities related to the team programs and processes
• Confirm compliance to all guidelines
• Recruit, train and lead a team of CSA & TL’s
• Manage the daily operations associated with the process
• Develop performance metrics for each position within area of responsibility and lead staff toward exceeding stated business objectives
• Utilize decision and reporting tools to minimize variability, improve quality and maximize profitability of the business.
• Interact effectively with senior management, other departments and customers
• The candidate will play a key role in the coaching and development of approximately 2-3 Team Leads and 30-50 CSA.
• Key Deliverables
• Manage and set the standards to ensure excellent customer care is delivered effectively.
• Ensure consistency of service to the
• Achieve KPIs and SLAs through continuous monitoring and corrective action.
• Dashboards and MIS

Qualifications

Graduation

About Us

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Info

• Job Identification 263962
• Job Category Customer Support/Operations | BPM