Assistant Manager - Operations

Job Description

About Clear The journey of simplicity throughout the last decade urged us to make things clear so that its easier done than said. Clear today is Indias leading fintech SaaS platform, serving 3K+ enterprises, 6L+ SMEs, and 5M+ individuals, with our ITR, GST, e-Invoicing products, and more. While the journey has not been easy, it has been transforming. Founded in 2011, the decade-long journey of ClearTax defines growth. Starting with just 3 tech products related to tax and filing, we now build mobile and web-based SaaS products for invoices, taxes, payments, and credit and augment them with strong advanced analytics and artificial intelligence. We are also a Series C-funded startup with a strong team of 1000+ members, and as we continue to evolve into a world of new-financial solutions, were looking for individuals with perspectives to join our team Job Summary: We are seeking a dynamic Assistant Manager to oversee and drive performance in our Voice Semi-Voice Process teams. The ideal candidate will have experience managing a team of 15-20+ members, ensuring operational excellence, and driving customer satisfaction. This role requires strong leadership, process improvement, and performance management skills. Key Responsibilities: Team Management: Lead, coach, and mentor a team handling voice and semi-voice processes, ensuring high levels of engagement and productivity. Performance Monitoring: Track and analyze key performance metrics (KPIs) such as call quality, response time, resolution rates, and customer satisfaction. Process Optimization: Identify and implement process improvements to enhance efficiency and customer experience. Training Development: Conduct regular training sessions, feedback discussions, and upskilling programs to enhance team capabilities. Quality Assurance: Ensure adherence to quality and compliance standards, conducting audits and providing necessary corrective actions. Escalation Handling: Address and resolve customer escalations, working closely with other departments to ensure swift issue resolution. Workforce Planning: Manage shift schedules, workload distribution, and resource allocation to optimize productivity. Reporting Documentation: Prepare reports on team performance, productivity, and improvement areas for senior management review. Collaboration: Coordinate with other departments such as Quality, HR, and Training to align team goals with business objectives.Key Requirements: Experience: 6+ years in customer service, with at least 3+ years of experience managing a team of 15-20+ members in a voice/semi-voice process. Communication Skills: Excellent verbal and written communication skills in English. Additional languages are a plus. Leadership Abilities: Strong people management skills with the ability to motivate, coach, and develop team members. Problem-Solving: Ability to handle complex customer queries and escalations effectively. Process-Oriented: Experience in process improvement and driving efficiency in operations. Tech Savvy: Familiarity with CRM tools, Brilliant XL skills, call management systems, and reporting software. Flexibility: Willingness to work in shifts as per business requirements. Preferred Qualifications: Experience in Operations or Service Industry handling voice/semi-voice processes. Knowledge of quality management frameworks (Six Sigma, COPC, etc.) is an added advantage. Bachelors degree in Business, Communications, or a related field is preferred.