Assistant Manager – Contact Centre Operations (Bangalore & Hyderabad)

About the role

We are looking for an experienced Assistant Manager to lead our Contact Centre Operations across Bangalore and Hyderabad. You will be responsible for ensuring service excellence through effective SLA, KPI, and metric management while developing a high‑performing team.

Key responsibilities

• Manage and deliver SLAs, KPIs, and metrics to guarantee high‑quality service.
• Develop and implement escalation protocols for efficient issue resolution.
• Lead, coach, and develop a team of contact‑centre agents.
• Implement people‑management strategies to reduce shrinkage and attrition.
• Monitor AHT, CSAT, and other performance metrics to optimise service delivery.
• Ensure compliance with relevant regulations and standards.
• Build and maintain strong relationships with stakeholders and clients.
• Design performance‑management strategies to drive team results.
• Track and report performance metrics to senior management.

Required profile

• 6‑12 years of experience in contact‑centre operations or a related field.
• Strong background in SLA/KPI/metrics management.
• Proven experience in team management and development.
• Excellent people‑management and leadership abilities.
• Ability to analyse and interpret performance data.
• Strong communication and stakeholder‑management skills.
• Knowledge of compliance regulations and standards.
• Capability to develop and implement performance‑management strategies.

Required skills

What we offer

• Opportunity to work with a leading organisation in the industry.
• Career growth in contact‑centre operations.
• Collaborative and dynamic work environment.
• Competitive salary and bonus structure.
• Comprehensive health insurance and retirement benefits.
• Paid time off and holidays.
• Professional development and training opportunities.