Assistant General Manager - Customer Delight

Job Summary:

We arelooking for a dynamic and experienced Assistant General Manager (AGM) Customer Delight to lead and oversee large-scale contact centre operationsacross multiple processes. This role demands strong leadership, strategicvision, and operational expertise to drive superior customer service, enhancecustomer satisfaction, and optimize operational efficiencies across diverseteams and service channels.

Key Responsibilities:

• Strategic Leadership & Operational Oversight:
  Provide leadership and direction for large contact centre operations involving multiple teams and processes, ensuring alignment with company goals and customer experience strategies. Should have managed more than 150+ FTEs spread across multiple processes/contact centres.
• Multi-Process Management:
  Oversee the delivery of multiple customer service processes (e.g., inbound/outbound calls, chat, email, social media support), ensuring consistent service quality and performance standards across channels.
• Team Management & Development:
  Manage, mentor, and motivate a large workforce including team leads, supervisors, and agents. Drive talent acquisition, training, succession planning, and career development programs.
• Performance Management & Analytics:
  Define and monitor comprehensive KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Average Handle Time (AHT), First Contact Resolution (FCR), and Service Level Agreements (SLAs). Utilize data analytics to identify trends, optimize workflows, and drive continuous improvements.
• Process Optimization & Innovation:
  Lead initiatives to streamline processes, improve operational efficiency, and enhance the customer journey through automation, technology upgrades, and best practices.
• Customer Escalations & Quality Assurance:
  Handle escalated customer issues promptly, ensuring effective resolution and maintaining customer trust. Oversee quality assurance programs to maintain high service standards.
• Budget & Resource Management:
  Develop and manage operational budgets, resource planning, and vendor relationships to support scalable and cost-effective contact centre operations.
• Compliance & Risk Management:
  Ensure all operations comply with regulatory requirements, data privacy laws, and company policies. Lead risk mitigation and business continuity planning.
• Cross-Functional Collaboration:
  Work closely with other departments such as IT, Sales, Marketing, and Product teams to align customer experience initiatives and resolve systemic issues impacting customer satisfaction.
• Automation and AI deployment Ensuring the right deployment of AI solutions which results in the overall contacts volume reduction and increased efficiency as well as the quality of service.

Qualifications & Experience:

• Bachelors degree in Business Administration, Management, or related field; MBA or advanced degree preferred.
• Minimum 10 years of progressive experience in contact centre management or customer experience leadership roles.
• Proven experience managing large teams (100+ employees) across multiple processes in a complex contact centre environment.
• Strong strategic thinking, analytical skills, and data-driven decision-making abilities.
• Excellent leadership, communication, and interpersonal skills.
• Proficient in CRM platforms, workforce management, and contact centre technologies.
• Demonstrated ability to drive transformation and deliver results in fast-paced, high-pressure environments.

Key Competencies:

• Strategic leadership & vision
• Multi-channel customer service expertise
• Large team & multi-process management
• Operational excellence & process improvement
• Data analytics & performance management
• Stakeholder management & collaboration
• Change management & innovation mindset