Assistant Manager - Customer Service

Assistant Manager – Customer Experience 

Department, Function : Customer Experience 

Please Note : A person who had team handling experience of Minumum 3 people on papers can apply.

We are looking for a highly driven and analytical Assistant Manager – Contact Centre Operations to lead and manage our outbound customer engagement operations. The role will be responsible for driving operational excellence across outsourced contact centre partners while ensuring delivery against key business, customer experience, and productivity metrics. The ideal candidate should possess strong operational expertise in outbound contact centre management, partner governance, performance improvement, dialler optimization, and process excellence. The individual will play a critical role in ensuring efficient campaign execution, maximizing customer connect rates, improving agent productivity, and driving continuous operational improvements. 

1. Outbound Contact Centre Operations

• Manage end-to-end outbound contact centre operations across multiple business processes.

• Ensure smooth execution of outbound campaigns in line with business priorities and customer experience standards.

• Monitor daily operational performance and ensure adherence to defined SLAs and productivity targets.

• Drive operational efficiency while maintaining highquality customer interactions.

• Identify operational bottlenecks and implement corrective actions to improve overall process performance. 

2. Vendor & Outsourced Partner Management

• Own the governance of outsourced contact centre partners.

• Build strong working relationships with partner operations teams and leadership.

• Conduct regular governance reviews to monitor operational performance and service delivery.

• Ensure partner compliance with agreed SLAs, quality standards, staffing commitments, and business KPIs.

• Drive continuous improvement initiatives with partners to enhance customer experience and operational efficiency.

• Escalate and resolve operational issues impacting service delivery in a timely manner. 

3. Team Management & Coaching

• Lead, mentor, and develop team members to achieve operational and business objectives.

• Conduct regular coaching sessions to improve individual and team performance.

• Identify skill gaps and recommend appropriate training interventions.

• Foster a high-performance culture focused on ownership, accountability, and continuous learning.

• Support succession planning and capability development within the team. 

4. Performance Management

Own and continuously improve operational performance through structured governance and performance reviews. Key responsibilities include:

• Monitor daily, weekly, and monthly KPIs across internal and outsourced teams.

• Drive achievement of productivity, efficiency, and customer experience metrics.

• Track agent and team-level performance and identify opportunities for improvement.

• Conduct performance reviews with vendor teams and internal stakeholders.

• Develop action plans for underperforming campaigns or teams and ensure timely closure.

• Monitor SLA adherence and implement corrective actions wherever required.

• Drive initiatives to improve agent utilization, contact rates, conversions, and operational efficiency. 

5. Dialler Management & Churning Strategies

• Work closely with dialler teams to optimize outbound campaign performance.

• Define and monitor dialling strategies based on campaign objectives.

• Manage lead allocation, retry logic, call pacing, and list utilization.

• Develop customer churning and recycling strategies to maximize contractability and improve conversion.

• Continuously analyse campaign performance and recommend dialler optimization opportunities.

• Ensure effective utilization of calling capacity while maintaining regulatory compliance. 

6. MIS, Reporting & Data Analytics

• Prepare and publish operational dashboards and performance reports.

• Analyze campaign performance across key operational metrics.    

• Identify trends, gaps, and opportunities through data analysis.

• Present actionable insights and recommendations to leadership.

• Develop forecasting and capacity planning reports to support business decisions.

• Drive data-backed improvements across operations. 

7. Process Excellence & Continuous Improvement

• Drive continuous process improvement initiatives to enhance operational efficiency and customer experience.

• Identify process gaps and implement sustainable solutions.

• Standardize operational processes and governance mechanisms.

• Collaborate with Quality, Training, Technology, and Business teams to improve process effectiveness.

Experience :

• 3–5 years of experience in Contact Centre Operations with significant exposure to customer service outbound processes.

• Experience managing outsourced/BPO partners is mandatory.

• Prior experience in customer service, sales support, or customer engagement campaigns will be preferred.

• Experience in process improvement or operational excellence initiatives will be an added advantage.