Assistant Manager

Tattva CX LLP; Pune District; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Tattva CX LLP in Pune district is seeking an Assistant Manager to drive delivery, reporting, and client engagement for a senior operations team. You will supervise Team Leads and SMEs, ensure SLA targets, and coordinate dashboards and metrics for visible performance.

This role demands 8+ years of experience, strong people management, shift flexibility, and a data-driven approach to process improvements, with direct client interaction when required.

Qualifications

• 8+ years of experience in customer support operations.
• Experience leading Team Leads and people management.

Responsibilities

• Deliver project requirements, expectations, and timelines.
• Handle Team Leads and SMEs.
• Responsible for operational efficiency & effectiveness of the teams and its Leads.
• Ensure the team meets all contractual SLA targets along with helping others to meet the same.
• Perform work allocation and queue management for the team to manage any volume fluctuations.
• Monitor performance, identify improvement areas, implement action plans and track them to closure.
• Manage customer support metrics like CSAT, TAT, ASA, AHT etc. and enhance their usefulness by improving correlation with customer satisfaction.
• Address or escape workflow, modeling, and policy clarifications.
• Manage dispute resolutions by engaging QC team and Policy Engagement functions.
• Identify automation/optimization opportunities and develop technical solutions to drive such changes.
• Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation.
• Champion RCA efforts and inculcate culture of data driven deep dive analysis in the team.
• Drive policy/process related change management initiatives.
• Responsible for managing attendance, attrition, performance, feedback of the team members.
• Conduct annual / bi-annual appraisals.

Skills

People management

Team leadership

Reporting dashboards

Client communication

Analytical skills

Multitasking

Shift flexibility

Process improvement

Job description

Role Objective

Assistant Manager is responsible for both executing and reporting upon their core team’s work order. They are subject matter experts with a thorough understanding of team specific tools, workflows, and policies, and act as the interface between management and the operators. Should have good people management skills and drive team and it’s Leads to meet SLA’s.

Role & Responsibilities

• Deliver project requirements, expectations, and timelines
• Handle Team Leads and SMEs
• Responsible for operational efficiency & effectiveness of the teams and it’s Leads
• Ensure the team meets all contractual SLA targets along with helping others to meet the same
• Perform work allocation and queue management for the team to manage any volume fluctuations
• Monitor performance, identify improvement areas, implement action plans and track them to closure.
• Manage customer support metrics like CSAT, TAT, ASA, AHT etc. and enhance their usefulness by improving correlation with customer satisfaction.
• Address or escape workflow, modeling, and policy clarifications
• Manage dispute resolutions by engaging QC team and Policy Engagement functions.
• Identify automation/optimization opportunities and develop technical solutions to drive such changes.
• Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation
• Champion RCA efforts and inculcate culture of data driven deep dive analysis in the team.
• Drive policy/process related change management initiatives
• Responsible for managing attendance, attrition, performance, feedback of the team members
• Conduct annual / bi-annual appraisals

Experience / Skills

• 8 years of overall experience
• Open to working Night Shifts and Rotational Shifts
• People Centric and will be directly responsible for Retention
• Will be responsible for reporting and dashboards
• Directly answerable to clients when needed
• Able to push team for optimum results and high productivity
• Will be required to Train agents if needed
• Needs to support new batches from a Nesting perspective
• Remote Agent handling experience or potential
• 2+ years of experience in leading Team Leads and people management in a
  customer support environment
• Strong problem-solving skills and excellent attention to detail
• Ability to multitask and successfully operate in a fast paced, team environment
• Should possess good analytical and issue resolution skills, and be able to think
  beyond the norm