Assistant Manager/ Manager Operations | US Project

Job Title-Assistant Manager/Manager

Shift: Night

Job Description

We are looking for a dynamic and experienced Assistant Manager/Manager to lead a US calling process. The role involves end-to-end team management, client coordination, and operational oversight. The ideal candidate should have prior experience in US shifts, excellent communication skills, and the ability to drive performance and ensure client satisfaction.

Roles & Responsibilities

• Client Handling:
  
• Act as primary contact for client communication.
• Ensure SLA, TAT, and quality targets are met.
• Share performance reports and updates regularly.

• Team Management:
  
• Supervise and guide the calling team during US shift.
• Monitor performance, ensure productivity, and drive improvements.
• Conduct team huddles, feedback sessions, and manage roster.

• Operations Oversight:
  
• Ensure smooth process execution and issue resolution.
• Maintain process documentation and SOP adherence.

• Quality & Compliance:
  
• Ensure call quality and compliance with client/company policies.
• Coordinate with QA for audits and corrective actions.

• Reporting & Analytics:
  
• Track daily metrics and share dashboards with key stakeholders.
• Use insights to improve performance and efficiency.