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
•    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.