Assistant Manager

Digitide; Lucknow; On-site; INR 400,000 - 800,000; Full time

Job summary

Digitide is hiring in Lucknow, India for a supervisor-level role overseeing team leaders and coaches to ensure high-quality customer service. The candidate will monitor KPIs, drive SLA attainment, and conduct monthly performance reviews while promoting continuous improvement.

Requires at least 4 years in similar roles with 2+ years in supervisory positions handling 20+ agents and no disciplinary actions in the last year. E-learning certifications may be mandatory where applicable.

Qualifications

• Undergraduate/Graduate can apply.
• Min 4 years experience in the current role.
• At least 2 years in a supervisor role with a span of minimum 20 agents.
• No warning letter issued in the past 6 months

Responsibilities

• Reports to operations manager.
• Manage Team Leaders /Team Coaches.
• Ensure consistency of service to customers across the floor.
• Achieve KPIs and SLAs through continuous monitoring and corrective action.
• Conduct monthly reviews with Team Leaders in the presence of team members.
• Prepare and maintain a high-quality MIS.
• Review performance and coach poor performers; implement quality tools to enhance performance.

Skills

PMS rating

Team supervision

Quality tools

Education

12/undergraduate

Job description

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

JOB RESPONSIBILITY
Reports to operations manager
Manage Team Leaders /Team Coaches
Ensure consistency of service to the customers across the floor
Achieve KPIs and SLAs through continuous monitoring and corrective action
Conduct monthly reviews with Team Leaders and in presence of team members
Review periodically performance of different teams and individuals especially recognition of best performers and coaching poor performers
Implement quality tools to enhance performance & productivity
Controlling Attrition & organizing internal coaching & counselling session for those TSA’s who are likely to resign
Display cost consciousness and optimum utilization of resources
ISO and ISMS-Ensuring process documentation & compliance in the respective processes
Call handling to develop first hand sensing of customer pulse and manage irate customers
Audit SR’s/calls and identify the training requirements of each Team Member
Skip level with TSAs with a sample size of 25% of CCEs floor strength, month on month. Action points to be documented and close looped with timelines and included in ISO documentation.
Prepare and maintain a high-quality MIS
Understand customer expectations and build in the required changes into the processes
Resolve escalations arising out of feedbacks given by QE’s & TL’s and Team Coaches in a manner which is convincing and just
Identify and work upon the action plan to improve performance of the campaign
QUALIFYING CRITERIA:
Undergraduate/Graduate Can apply.
Should have minimum of 4 yrs experience.
At least 2 years in supervisor role with a span of minimum 20 agents
Should have completed at least 3 years in CBSL
Should have performance rating of Met Expectation (3 or B) and above in the last appraisal cycle
Should not have any disciplinary issue in last 1 Year

Qualifications

12/undergraduate

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.

Requirements: