Assistant Manager

Dear All,

Greetings from Sagility!!

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Key Responsibilities:

• Lead and supervise a team of customer service representatives.
• Ensure service quality and performance standards are met.
• Monitor daily operations, including call volume, SLAs, and KPIs.
• Conduct team meetings, performance reviews, coaching, and feedback.
• Perform quality assurance checks and resolve escalated customer issues.
• Develop and deliver training programs for new hires and ongoing development.
• Prepare performance reports and use analytics for decision-making.
• Collaborate with departments (HR, IT, Sales) for seamless operations.

Qualifications:

• Bachelor's degree required.
• Minimum 7 years of contact center experience, with at least 2 years in an Assistant Manager role.
• Must have experience in international voice.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in contact center software and CRM systems.
• Knowledge of operational metrics (SL/AHT/FCR, etc.).
• Ability to manage multiple priorities under pressure.

Additional Requirements:

• Flexibility to work in shifts, including evenings, weekends, and holidays.
• Strong commitment to customer service and continuous improvement.

Why Join Us

• Be part of a dynamic and growing team at Sagility.
• Opportunities for leadership development.
• Engage in impactful work shaping the future of our services.

Interested Applicants can share CV [HIDDEN TEXT]

Regards,

Rani

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