Assistant Manager – Customer Care Operations

Job Purpose

Operations Management

• Manage the day-to-day operations across all customer contact channels, including Voice, Email, Chat, WhatsApp, and Digital platforms.
• Ensure achievement of Service Level, Abandonment Rate, Response Time, Productivity, Quality, and Customer Experience targets.
• Monitor operational performance and proactively implement corrective actions to address service gaps and risks.
• Ensure effective resource allocation and workload management across all teams and functions.
• Support business continuity planning and operational readiness initiatives.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Performance Management

• Monitor, analyze, and improve operational KPIs, including:
• Service Level

• Average Handling Time (AHT)

• Abandonment Rate

• Net Promoter Score (NPS)

• Quality Scores
• Productivity
• Adherence and Attendance
• Conduct regular performance reviews with supervisors and team leaders.
• Develop and implement action plans to improve operational and individual performance.
• Ensure consistent achievement of departmental objectives and targets.

Workforce Planning & Resource Optimization

• Work closely with Workforce Management and MIS teams to ensure accurate forecasting, scheduling, and capacity planning.
• Review staffing requirements and identify resource gaps.
• Support recruitment, onboarding, and workforce expansion initiatives.
• Ensure optimal utilization of available resources to maximize operational efficiency.

Customer Experience & Quality

• Drive a customer-first culture across the operation.
• Partner with Quality and Training teams to improve service delivery and customer experience.
• Review customer complaints, escalations, and service failures to identify improvement opportunities.
• Lead root cause analysis and implementation of corrective and preventive actions.
• Ensure consistent delivery of high-quality service standards.

Stakeholder Management

• Act as a key operational point of contact for internal stakeholders and business units.
• Build and maintain strong relationships with key stakeholders across the organization.
• Participate in operational reviews, client meetings, and business discussions when required.
• Provide regular operational updates, performance reports, and recommendations to the Head of Customer Care.

Continuous Improvement & Transformation

• Identify opportunities to improve processes, systems, customer journeys, and operational efficiency.
• Drive automation, self-service, AI, and digital transformation initiatives where applicable.
• Lead projects aimed at improving customer experience, reducing operational costs, and increasing productivity.
• Support strategic initiatives and organizational transformation programs.

People Leadership & Team Engagement

• Lead, motivate, and inspire supervisors, team leaders, and frontline teams to achieve their full potential.
• Build strong relationships with employees and foster a culture of trust, accountability, collaboration, and high performance.
• Gain the support, commitment, and engagement of teams to successfully deliver departmental and organizational objectives.
• Create a positive and motivating work environment that encourages employees to excel and consistently perform at their best.
• Drive employee engagement, recognition, and retention initiatives to improve morale and team satisfaction.
• Provide regular coaching, mentoring, guidance, and support to supervisors and team leaders.
• Identify and address performance gaps through structured coaching and development plans.
• Ensure teams remain focused on delivering strong performance against key operational metrics, particularly:

• Average Handling Time (AHT)

• Absenteeism and Adherence

• Customer Satisfaction (CSAT)

• Service Level
• Quality Scores
• Productivity
• Develop future leaders through succession planning and talent development initiatives.
• Promote a culture of continuous feedback, accountability, ownership, and professional growth.

Qualifications

• Bachelor's Degree in Business Administration, Management, Healthcare Administration, or a related discipline.
• Contact Center or Customer Experience certifications are an advantage.

Experience

• Minimum 7 years of experience in Customer Care, Contact Center, or Customer Service Operations.
• Minimum 3 years in a leadership role managing supervisors, team leaders, and large operational teams.
• Experience in Healthcare, Insurance, TPA, Financial Services, or a similar service-oriented environment is preferred.
• Experience managing multi-channel customer support operations.

• Workforce Planning & Capacity Management

• Performance Management

• Employee Engagement & Motivation

• Stakeholder Management

• Problem Solving & Decision Making

• Process Improvement
• Change Management

• Net Promoter Score (NPS)

• Quality Scores
• Productivity Targets

• Absenteeism & Adherence Performance

• Operational Efficiency
• Successful Delivery of Strategic Initiatives

• Team Development & Succession Readiness