Deputy Manager

Deputy Manager Role Overview:

The Deputy Manager is accountable for overseeing a group of Assistant Managers to ensure service delivery, people management, and client expectations are met across all supported channels (voice, chat & email). This role drives consistency in execution, supports strategic initiatives, and acts as a key link between frontline leadership and senior operations/client stakeholders.

Key Responsibilities

Operational Management: Monitor overall service delivery across span to ensure Metric wise Performance is consistently achieved. Ensure the Big 5 metrics are met across teams.

● Capacity Management: Work with the AM and the Overall team to ensure optimum resources are available to deliver hours and line adherence among other metrics

● SME Management: Ensure AMs and SMEs work in sync to provide real-time agent support and knowledge reinforcement.

● Ensure Weekend coverage to eliminate weekend defects

● Assistant Manager Development: Coach and mentor Assistant Managers; conduct performance reviews, leadership development, and succession planning. Verify that the AMs are coaching the agents and are able to produce artefacts to support the same. Conduct a minimum of 5 coaching audits per week and deliver feedback to the AM on improvement.

● Performance Governance: Analyze team-wide KPIs to identify gaps, trends, and improvement areas. Guide AMs in executing action plans