Hair & Healthcare Support professional

Job Summary

As an Assistant Manager, you will take full ownership of day-to-day sales and customer engagement operations, leading large teams of telecalling and outbound support agents. You will be responsible for performance management, manpower planning, KPI governance, stakeholder collaboration, and continuous improvement across people, process, and technology.

Key Responsibilities

• Lead and manage large teams (100+ agents) across telecalling and sales operations
• Define, monitor, and continuously improve key performance metrics, including call volumes, talk time, CSAT, quality scores, retention, and productivity
• Analyze performance data to identify trends, gaps, and improvement opportunities across CSAT, quality, and efficiency
• Own end-to-end daily operations, including manpower planning, hiring support, training coordination, and culture building
• Design and execute initiatives across people, process, and technology to improve agent and team KPIs
• Develop and implement performance strategies to enhance productivity, motivation, and outcome ownership
• Collaborate with cross-functional teams, such as technology and content, to support BAU operations and resolve system or process gaps
• Draft, implement, and govern operational policies, including attendance, incentive structures, KPIs, and performance improvement plans
• Lead interviews, assessments, and role definition for new hires
• Conduct regular performance evaluations, provide structured feedback, and support appraisals
• Build a positive, accountable, and high-performance team culture
• Ensure continuous training, upskilling, and professional development for all team members

Job Requirements

Education

• Graduate qualification from any educational field under the 10+2+3 format

Experience Skills

• Minimum 1 year of experience as an Assistant Manager in a premium contact center environment
• Experience handling customer support, sales or outbound support teams is mandatory
• Existing Team Leaders with 2 years of Team Leader experience are eligible
• Strong understanding of operational KPIs and performance management
• Ability to lead independently and drive outcomes with ownership
• Strong stakeholder management and cross-functional collaboration skills

Fusion CX does not employ brokers or agencies for recruitment purposes and never requests payment of any kind from job applicants. All legitimate job openings can be accessed directly through our official careers page. Beware of fraudsters claiming to represent Fusion CX and always verify the authenticity of any recruitment communication.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.