Assistant Manager

Job Role And Primary Objective

The AM CC is responsible for daily Command Center performance, ensuring operational continuity, effective stakeholder communication, achievement of production and quality KPIs, and efficient team management within a 24/7 environment.

The role follows a 60% Production and 40% People Management allocation, requiring hands-on individual production alongside accountability for overall team performance.

• Key Roles and Responsibilities
• Production and Operational Delivery – 60%
• Manage and clear 7-Day Coverage, Call Monitoring and Blowout Coverage within defined SLAs.
• Manage the Command Center mailbox diligently, ensuring timely action and closure of emails.
• Act as the primary point of contact for RSMs, CSMs and ZOMs.
• Handle customer and field-team queries, scheduling changes, ad-hoc work and operational escalations.
• Meet individual production, productivity and quality targets aligned with the 60% allocation.
• Maintain accurate records, trackers, documentation and shift handovers.
• People Management – 40%
• Manage team workload, resource allocation, attendance and shift coverage.
• Monitor individual and team productivity, quality and KPI achievement.
• Conduct coaching, training, knowledge assessments and performance reviews.
• Address performance gaps, recurring errors and SOP non-compliance.
• Drive team accountability, collaboration and continuous improvement.
• Operational Governance and Business Continuity
• Own daily operational performance, SLA adherence and timely resolution of coverage risks.
• Ensure effective escalation, reporting and continuity across shifts.
• Support weekend, rotational and extended-hour requirements to meet business deliverables.
• Maintain compliance with company policies, client requirements and operational procedures.
• Key Performance Indicators (KPIs)
• 7-Day Coverage Clearance.
• Call Monitoring Clearance.
• Blowout Coverage Clearance.
• Mailbox Management and Timely Closure.
• Stakeholder Management – RSMs, CSMs and ZOMs.
• Individual Production and Productivity.
• Team Performance, Quality and SLA Adherence.
• People Management, Coaching and Performance Improvement.
• Operational Compliance, Documentation and Business Continuity.
  
  

Individual targets, SLAs, quality thresholds and review frequency will be defined in the KPI scorecard.

• Academic Qualifications and Experience
• Graduate/postgraduate in any discipline; BPO/KPO/BPM experience preferred.
• 6–8 years of overall experience, preferably in a control room or Command Center operating 24/7.
• Experience in production delivery, people management, stakeholder coordination and performance monitoring.
• Willingness to work weekends, rotational shifts and extended hours as required.
• Work Requirements and Technical Skills
• 100% Work From Office.
• Flexibility to support 24/7 operations and business requirements beyond standard hours.
• Proficiency in Timegate, Microsoft Teams, Microsoft Outlook and email-based processes.
• Strong communication, problem-solving, prioritization and leadership skills.
• Role Expectations and Accountability
  
  

The AM is accountable for both individual production and overall team performance, maintaining the 60:40 allocation without compromising operational deliverables. Performance will be measured through individual and team KPIs, SLA adherence, quality, people management and business continuity.

Qualifications

• Graduate/postgraduate in any discipline; BPO/KPO/BPM experience preferred.
• 7–8 years of overall experience, preferably in a control room or Command Center operating 24/7.
• Experience in production delivery, people management, stakeholder coordination and performance monitoring.
• Willingness to work weekends, rotational shifts and extended hours as required.
  
  

Must have skills

• Team Handling
• Stackholder Management
• Communication
• Critical Thinking
• Attention to detail

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