Assistant Manager

Saarthi; Thane; On-site; INR 400,000 - 700,000; Full time

Job summary

Saarthi in Thane, Maharashtra, is seeking a capable professional to oversee KPI-driven operations in a customer support environment. The role emphasizes service level adherence, quality scores, and manpower/productivity management, with coordination of onboarding and training activities across teams.

Qualified candidates will have at least graduation and 2+ years in a similar role, with no recent warnings and completion of mandatory e-learning modules.

Qualifications

• 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.
• Mandatory E-learning courses certified wherever applicable.

Responsibilities

• Maintaining the agreed Service Level as per defined KPI.
• Maintaining the agreed Answering Level as per defined KPI.
• Maintaining the agreed External Quality Score as per defined KPI.
• Managing the Manpower & Assets Productivity.
• Managing the TL - CCE Span as per the agreement with client.
• Coordinate with support functions for recruitment/ on boarding/ training.
• Review performance at least once every month with the team.
• Documentation and compliance of ISO processes.
• Managing the Attrition% as per the defined KRA's.
• Managing & further improving the CSAT Scores as per defined KPI's.
• Maintain the L2 level manpower.
• Responsible for Controlling attrition.
• Analyze MIS reports; identify trends and take appropriate action on the same.

Skills

PMS KPI

Quality Monitoring

Education

Graduation

Job description

• 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
• Mandatory E-learning courses certified wherever applicable

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
• Mandatory E-learning courses certified wherever applicable

Responsibilities

• Maintaining the agreed Service Level as per defined KPI
• Maintaining the agreed Answering Level as per defined KPI
• Maintaining the agreed External Quality Score as per defined KPI
• Managing the Manpower & Assets Productivity
• Managing the TL - CCE Span as per the agreement with client
• Coordinate with support functions for recruitment/ on boarding/ training
• Review performance at least once every month with the team
• Documentation and compliance of ISO processes
• Managing the Attrition% as per the defined KRA's
• Managing & further improving the CSAT Scores as per defined KPI's
• Maintain the L2 level manpower
• Responsible for Controlling attrition
• Analyze MIS reports; identify trends and take appropriate action on the same

Qualifications

Graduation