Assistant Manager

Job Description – Assistant Manager (US Telecom Process)

Position: Assistant Manager – Customer Support Operations

Location: Hyderabad

Salary: Up to ₹10 LPA

Experience: 2+ Years

Industry Preference: Customer Support / Telecom Industry

Education: Undergraduate or Graduate (Both Eligible)

Shift: Rotational Shifts (Including Night Shifts)

Joining: Immediate Joiners Preferred

Role Overview

We are looking for a dynamic Assistant Manager to lead and support operations for a US Telecom Process. The ideal candidate should have experience in customer support operations, team management, performance improvement, and stakeholder management while ensuring delivery of key business metrics.

Key Responsibilities

• Manage daily operations of the US Telecom customer support process.
• Lead, coach, and mentor a team to achieve operational goals.
• Monitor team performance, productivity, quality, and customer satisfaction metrics.
• Analyze performance reports and implement process improvement initiatives.
• Handle escalations and ensure timely resolution of customer concerns.
• Drive adherence to SLAs, KPIs, and compliance requirements.
• Conduct team huddles, performance reviews, and feedback sessions.
• Collaborate with internal stakeholders to improve service delivery.
• Ensure workforce planning, schedule adherence, and team engagement.

Required Skills & Qualifications

• Minimum 2+ years of experience in Customer Support Operations, Telecom, BPO, or Contact Center environment.
• Prior experience in Assistant Manager role preferred.
• Strong understanding of customer service metrics and operational reporting.
• Excellent communication and people management skills.
• Ability to handle escalations and drive performance improvements.
• Good analytical and problem-solving abilities.
• Comfortable working in 24/7 rotational shifts, including night shifts.

Preferred Skills

• Experience in US Telecom Process.
• Knowledge of customer support tools and CRM platforms.
• Exposure to performance management, coaching, and workforce planning.

Why Join Us?

• Competitive salary up to ₹10 LPA.
• Growth opportunities in a fast-paced telecom environment.
• Dynamic work culture with leadership development opportunities.

Immediate Joiners are highly preferred.

For more information reach out to Hr - Neha

8008325085

mamidi.neha@teleperformancedibs.com