Job Description: Assistant ManagerDesired Profile• 9-12 years of overall post qualification experience in BPO/ITES sector, out of which at least4 years should have been in Insurance Domain• At least 4 years experience as a People Manager in the BPO/ITES sector• Should have led and manged a team of 25+ direct reportees• Must have excellent verbal and written communication skills• Should have ability to read and decipher operational metrics• Should have strong supervisory skills• Should be structured, organized, and have ability to work in a dynamic fast-pacedenvironment• Prior experience handling new client/process transitions is a plus• Should be comfortable working in night shifts (US Shift)Roles and Responsibilities• PEOPLEo Managing availability on floor and ensuring that everyone adheres to their scheduleso Managing Team Performance Productivity, Quality, Efficiency, Shrinkage & Attritiono Training and development of team members by conducting team huddles, coaching sessions, and recognising areas for improvemento Setting clear goals and performance targets for all team members, aligned with overallcompany objectives and process requirementso Scheduling and organizing shift patterns for team members to ensure adequaterotation and proper staffing to meet SLAs o Create an inspiring team environment with an open communication culture• PROCESSo Managing day-to-day planning and operations of the teamo Ensuring that every team member delivers per defined client Service Level Agreement(SLA) and achieves their Key Performance Indicators (KPIs)o Reviewing processes and making recommendations for improvement in overallperformance / CSAT; this includes ideas for continuous improvemento Identifying additional training needs and bridging process gapso Providing floor support and handling escalations• CLIENTo Enabling team to deliver a superior customer experienceo Leading & participating in weekly/monthly client meetings to build and maintain cordial relationships with all client stakeholderso Identifying farming opportunities to ensure sustained growth of existing contractso Planning, coordinating, and delivering new client transitions seamlessly