Assistant Manager

Job Title: Assistant Manager – International Voice Process (US Shift)

Location: [Insert Location]
Work Mode: Work from Office

Mode of Interview : face 2 Face
Shift Timings: US Shift (e.g., 5:30 PM – 2:30 AM IST)
Experience: 5 to 8 years
Industry: BPO / ITES
Employment Type: Full-time, Permanent

Job Summary:

We are looking for a dynamic and experienced Assistant Manager / Senior Team Leader to lead and manage a US-based voice process team. The ideal candidate should have hands-on experience managing international voice processes, excellent team management skills, and a strong understanding of client expectations from the US market.

Key Responsibilities:

• Lead a team of voice process associates working in a US-based support environment.

• Ensure daily performance tracking, floor supervision, and achievement of SLAs/KPIs.

• Monitor call quality, conduct regular audits, and implement action plans for performance improvement.

• Handle escalations, ensure customer satisfaction, and maintain high service standards.

• Coordinate with clients for process updates, calibration sessions, and reporting.

• Coach, mentor, and develop the team to improve communication skills and productivity.

• Prepare and present weekly/monthly reports on team performance and productivity.

• Maintain rosters, attendance, and manage shift schedules effectively.

• Ensure adherence to compliance, data security, and operational protocols.

Required Skills & Qualifications:

• 5+ years of experience in International Voice Process, with at least 1–2 years in a Team Lead or Assistant Manager role.

• Prior experience managing a US-based voice support team is mandatory.

• Excellent spoken and written English communication skills.

• Strong leadership, team-building, and interpersonal skills.

• Experience in performance management, coaching, and escalation handling.

• Familiarity with CRM tools, dialers, and reporting dashboards.

• Willingness to work in night shifts (US shift) and manage rotational offs.

• Graduation is mandatory (Any stream); MBA or management certifications are a plus.

Preferred Skills:

• Knowledge of quality frameworks like Six Sigma or COPC is an added advantage.

• Exposure to BPO industry best practices and performance metrics.

• Strong MS Excel and reporting skills.

Why Join Us?

• Be part of a dynamic US-based client process with global exposure.

• Opportunity to lead and shape high-performing teams.

• Competitive salary with shift allowances and performance incentives.

• Fast-track growth and leadership opportunities.

if relavant you can resume to : recruitment@invensis.net

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 5 years of experience.

More about this Assistant Manager job

1. What is the eligibility criteria to apply for this Assistant Manager job?
   Ans: The candidate should be Post Graduate and above and above with 3 - 5 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹35000 - ₹40000 per month that depends on your interview. It's a Full Time job in Bangalore.
3. How many working days are there for this Assistant Manager job?
   Ans: This Assistant Manager job will have 5 working days.
4. Are there any charges applicable while applying or joining this Assistant Manager job?
   Ans: No, there is no fee applicable for applying this Assistant Manager job and during the employment with the company, i.e., INVENSIS.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Assistant Manager role?
   Ans: There is an immediate opening of 1 Assistant Manager at INVENSIS
7. Who can apply for this job?
   Ans: Only Male candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Assistant Manager job?
   Ans: This Assistant Manager job has Night Shift.