Assistant Manager - Utilities

Ensure seamless onboarding experience for Healthcare new hires. The primary responsibilities include generating the final list of new hires, coordinating the Day Zero Cadence, managing pre-employment requirements and compliance, facilitating the induction process, endorsing pre-process training, engaging in weekly cadence meetings, and participating in the onboarding program's various phases.

Team & Performance Management

• Lead and manage a team of agents to achieve productivity and quality targets.


• Monitor performance metrics, conduct coaching sessions, and provide constructive feedback.


• Set clear goals, KPIs, and performance expectations.


• Recognize high performance and implement strategies to reduce attrition.

Operational Excellence

• Manage day-to-day call operations, ensuring adherence to service level agreements.


• Prepare and present performance and operational reports to management and clients.


• Participate in recruitment, onboarding, and training of new team members.


• Ensure compliance with company and client policies.

Customer Service & Quality Assurance

• Oversee customer interactions to ensure professionalism and quality.


• Address escalations and resolve issues promptly.


• Implement process improvements to enhance service delivery.

Reporting & Analytics

• Collate, analyze, and present process-level data for decision-making.


• Maintain MIS reports and ensure accuracy and timeliness of submissions.


• Support automation and efficiency improvements in reporting processes.

• Minimum Grade 12 / Diploma / Graduate (minimum 12 years of formal education).


• At least 2 years’ experience in a BPO/Offshore environment in a Team Leader or Assistant Manager role.


• Strong leadership, communication, and client-facing skills.


• Solid understanding of performance management and operational excellence principles.


• Proficiency in MS Office and MIS reporting tools preferred.