Assistant Manager

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

• Oversee and manage a team of CCEs, providing leadership and direction.
• Handle complex customer inquiries and escalate issues as needed.
• Train and mentor CCEs to improve their customer service skills and knowledge.
• Monitor and evaluate team performance, providing feedback and coaching.
• Implement and maintain efficient customer care processes and procedures.
• Collaborate with other departments to align customer care strategies.
• Ensure compliance with company policies and industry regulations.
• Analyze customer feedback and identify areas for improvement.
• Develop and implement initiatives to enhance customer satisfaction.
• Stay updated with industry trends and best practices in customer care.

Qualifications

• 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

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.