Assistant Manager Full-time



Mumbai, Maharashtra (2)


Lead a team of Customer Service Agents

Responsible for meeting with the team members regularly and conducting 1:1s for performance and career development purposes.

Carry out supervisory responsibilities in accordance with A2C policies and procedures. Duties include but are not limited to: interviewing, training, motivating and coaching employees; fostering effective employee career growth and succession planning; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

Promote a positive team environment. Demonstrates effective communication and cooperation amongst management and peers to manage team workload and morale.

Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short and long term action plans to guide progress.

Work with staffing agency partners and/or HR teams to recruit top talent.

Promotes, plans, performs and implements process improvements. Leads or participates in GEMBA walks.

Actively seeks solutions and provides trends & feedback to the Group Manager or Operations Managers to drive technology and operational improvements; interface effectively with internal teams.

Serves as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies, and demonstrates a commitment to excellent customer service.

Demonstrates appropriate sense of urgency for email response times and phone service levels. Accountable for service level agreements for self and team.

Manages and maintains payroll and schedule adherence in payroll system.

All other duties and special projects as assigned.

Has schedule flexibility, including the ability to work outside normal business hours, including weekends.

Basic Qualifications

Excels at providing coaching and mentoring to others with a goal of achieving success.

People management experience is mandatory.

Demonstrates ability to analyze data, using the data to drive decision making.

Knowledge of all MS Office tools

Fosters a positive team environment and collaboration within the site.

Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.

Role Specific Skills
  • Active Learning
  • Active Listening
  • Administration and Management
  • Category Flexibility
  • Complex Problem Solving
  • Coordination
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • Education and Training
  • English Language
  • Fluency of Ideas
  • Inductive Reasoning
  • Information Ordering
  • Instructing
  • Judgment and Decision Making
  • Law and Government
  • Learning Strategies
  • Management of Personnel Resources
  • Monitoring
  • Near Vision
  • Negotiation
  • Oral Comprehension
  • Oral Expression
  • Originality
  • Personnel and Human Resources
  • Persuasion
  • Problem Sensitivity
  • Psychology
  • Reading Comprehension
  • Selective Attention
  • Service Orientation
  • Social Perceptiveness
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Systems Analysis
  • Systems Evaluation
  • Time Management
  • Writing
  • Written Comprehension
  • Written Expression

Any Graduate

Any Postgraduate

1+ years of management experience with a focus on team development

Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.

Strong prioritization and time management skills, with a high degree of flexibility.

Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.