Assistant Manager

Job Summary:

We are seeking an experienced Assistant Manager Operations to manage and drive performance for inbound sales and healthcare operations. The role involves team management, process optimization, SLA adherence, and ensuring high-quality customer interactions while meeting revenue and operational targets.

Key Responsibilities:

Operations Management

Manage end-to-end inbound operations for sales and healthcare processes.

Ensure achievement of SLAs, KPIs, quality, productivity, and revenue targets.

Monitor key metrics such as AHT, conversion, quality scores, CSAT, shrinkage, and occupancy.

Identify operational gaps and implement process improvements to enhance efficiency and customer experience.

Team & Performance Management

Lead, mentor, and manage team leads and associates to drive consistent performance.

Conduct regular performance reviews, coaching sessions, and action plans.

Ensure adherence to schedules, attendance, and productivity norms.

Sales Process Management

Drive sales performance through effective lead handling, pitch improvement, and conversion optimization.

Collaborate with training and quality teams to improve sales effectiveness and compliance.

Healthcare Compliance & Quality

Ensure adherence to healthcare compliance standards (HIPAA, data privacy, internal SOPs).

Handle customer and client escalations related to quality and service delivery.

Work closely with Quality and Training teams to improve process compliance and outcomes.

Reporting & Stakeholder Management

Prepare and share daily, weekly, and monthly MIS reports with internal and client stakeholders.

Maintain operational documentation, SOPs, and process updates.

Participate in client calls, reviews, and internal governance meetings.

Continuous Improvement

Drive cost optimization, efficiency improvements, and automation initiatives where applicable.

Support new process transitions, pilot runs, and stabilization phases.

Required Experience & Skills:

Minimum 5 years of overall experience in operations.

6 months to 1 year of on-paper experience as Assistant Manager.

Strong hands-on experience in sales processes (mandatory).

Minimum 1 year of experience in Healthcare processes (preferred).

Candidates without healthcare experience may be considered if they have strong sales domain expertise.

Strong understanding of contact center metrics and operational KPIs.

Excellent people management, communication, and problem-solving skills.

Proficient in MS Excel, reporting tools, and dashboards.

Education:

Graduate in any discipline (MBA preferred but not mandatory).