Assistant Manager

IntouchCX; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

IntouchCX is seeking an Assistant Manager Operations to lead daily customer experience operations, drive team productivity, and manage key metrics such as shrinkage and attrition. The role requires strategic planning and hands-on leadership in a fast-paced environment.

The ideal candidate will have 7-8 years in operations with at least 2 years in a managerial capacity, a bachelor's degree in Business/Operations, and strong analytical, communication, and MS Office skills.

Qualifications

• 7-8 years of experience in operations.
• At least 2 years in a managerial/leadership role.

Responsibilities

• Oversee daily workflow efficiency and SOP adherence to ensure customer satisfaction.
• Directly manage and mentor Team Leaders, conduct performance reviews, and drive development.
• Analyze trend data on shrinkage and attrition; implement retention strategies with HR.
• Perform regular audits and prepare management KPI reports.

Skills

Analytical ability

Workforce management/retention

Communication skills

Education

Bachelor's degree in Business/Operations

Tools

MS Office

Job description

Role: Assistant Manager Operations

Company: IntouchCX

Location: Hyderabad (Rotational Shifts & Rotational Offs)

Experience: 7-8 Years overall (Min. 2 years in a Managerial role)

About the Role

IntouchCX is hiring an Assistant Manager Operations to lead daily customer experience operations, drive team productivity, and actively manage operational metrics like shrinkage and attrition.

Key Responsibilities

• Operations & Delivery: Oversee daily workflow efficiency, enforce standard operating procedures (SOPs), and ensure high standards of customer satisfaction.
• People Leadership: Directly manage and mentor Team Leaders (TLs), conduct performance reviews, and drive continuous professional development.
• Shrinkage & Attrition: Analyze trend data, implement targeted retention strategies, and partner with HR to minimize shrinkage and turnover.
• Compliance & Reporting: Perform regular audits, maintain industry compliance, and prepare key performance metrics reports for management.

What We Are Looking For

• Education: Bachelors degree in Business, Operations, or a related field.
• Experience: 7-8 years in operations with at least 2 years of direct people leadership experience.
• Skills: Strong analytical ability, expertise in workforce management/retention strategies, proficiency in MS Office, and excellent communication skills.
• Flexibility: Willingness to work in rotational shifts and rotational week-offs