Associate Manager

Ensuring the team meets client targets, service level agreements (SLAs), and quality metrics, managing team performance and development, handling escalations, and driving continuous process improvement. Key responsibilities include achieving KPIs like average handling time (AHT) and customer satisfaction (CSAT), Maintaining high attendance and low attrition within your operation, ensuring compliance, and liaising with other departments like IT and quality assurance. • Lead and develop teams: The role involves guiding Team Leaders through coaching, monitoring performance against KPIs, and supporting their growth to maximize agent potential. Regular meetings and feedback sessions are essential to maintain team alignment.• Operational accountability: The manager ensures service delivery meets SLA and KPI targets, manages client escalations with root cause analysis, and drives process improvements to reduce repeat issues. Reporting to senior management is a key responsibility. Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues.• Stakeholder coordination and client relationship management: The position requires managing relationships across clients, peers, and support groups to foster a customer-focused environment and address operational needs collaboratively.• Employee engagement and policy compliance: Responsibilities include promoting employee recognition, maintaining attendance and retention, enforcing fair HR processes, and upholding security policies to protect sensitive customer information.• Training and Development: Develop and deliver training content to agents on products/services, processes, and procedures. Product, technical, process knowledge, quality and Soft Skills for ongoing analysis and evaluations which must be shared with team & management as required.Essential Criteria:Minimum 2+ years’ experience of successfully operating as a Team Lead in a Call Centre environment.Proven experience in leading, motivating and performance management.Flexible in working schedule / Hours as per business requirement.Strong leadership and team management skills.Excellent communication, interpersonal, and problem-solving skills.Ability to work in a fast-paced environment and handle multiple priorities.Familiarity with reporting and analysis.