Assistant Manager

Job Description

Dear All, Greetings from Sagility!! Job Title: Assistant Manager Level/Salary Range: UJ3 Location: Hyderabad Working Hours/Days: 9 Hours/5 Days a Week (Rotational Night Shifts) Reporting To: Manager Company: Sagility Health 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 Rani.ramchandani@sagilityhealth.com Regards, Rani