Assistant Manager - Back-End Operations (Email, Chat & Voice Customer Service)

Role Overview

The Assistant Manager in Back-End operations will oversee all aspects of calls, chats, and email customer service channels, ensuring efficient and effective daily functioning. The role demands strict adherence to operational procedures and achieving agreed service level agreements (SLAs) while managing team workflows and resources.

Key Responsibilities

• Supervise and manage daily call, chat, and email operations to align with set efficiency and quality standards.
• Ensure compliance with operational processes at the floor level to maintain performance consistency.
• Plan daily activities and allocate resources effectively to meet established SLAs.
• Collaborate with Business Planning and Management Information teams for accurate resource planning and optimized utilization.
• Optimize individual and team workflows, managing pipelines and work queues efficiently.
• Engage in regular client meetings to discuss expectations, gather feedback, handle escalations, and enhance process performance.
• Identify and promote continuous process enhancements to uplift quality and operational effectiveness.
• Lead business transformation initiatives within the team to align with strategic goals.
• Coordinate with the Training Manager and Learning & Development teams to assess training needs and improve team skillsets and competencies.
• Prepare and present reports on team performance, customer feedback, and daily operational activities.
• Manage inter-departmental and onshore team relationships for smooth coordination.
• Oversee personnel management aspects including leave, attendance, breaks, attrition, and other key metrics.
• Work with internal support functions to swiftly resolve team-related issues.
• Participate in recruiting new customer service advisors as necessary.
• Implement recognition and reward programs to motivate the team for better performance.
• Conduct regular performance reviews and feedback sessions with advisors and process leaders.

Performance Targets

• Ensure team service delivery meets SLA frameworks consistently.
• Maintain strict adherence to Standard Operating Procedures (SOPs).
• Achieve or surpass team attrition and other operational metric goals.
• Deliver timely and accurate reporting on process health and team performance.
• Execute assigned business transformation and improvement projects effectively.