Job Profile:

Assistant Manager





Job Description:

Assistant /Deputy Manager (Operations) at Maxicus are Experience Specialists, working relentlessly to maximize the customer experience while ensuring consistent growth for their team leaders. We are looking for the best of the best, so not anyone is qualified for the job. 


Your daily goal as an Assistant/Deputy Manager with Maxicus: To maximize customer experience for your clients

You should be able to drive the overall performance of your team leaders and support them to continuously hit and exceed their goals. In this role, you do client management, work closely with internal key stakeholders, coach, mentor, advise, and are a bridge between your clients and organization. 


This is what your usual day, as an AM/DM Operations at Maxicus would look like:

  • Day-to-day planning and delivery on SLAs
  • Fulfillment of Team Leaders KPIs
  • Coaching of Team Leaders 
  • Actively Participate in daily meetings, performance reviews 
  • Client Management
  • Inter department communication 


Your daily goal as an Assistant Manager (Operations) involves:

  • Performance review and planning of team leaders 
  • Conduct a regular audit of all team members and providing constructive feedback
  • Provide support to the operations manager in the day to day running of the operations
  • Implement & monitor Agent Performance Improvement Plan for bottom quartile/agents below-average performance.
  • Schedule programs and ensure assignments are carried out as planned
  • Carry out evaluation operational goals and suggest ways of improving important areas


What it means to be a part of the Operations Team

The Operations Team at Maxicus is made up of any and everyone involved directly in running the contact center. All personnel within the Operations Team work together to understand all aspects of a business process to find the most efficient way of running the same, and to develop new processes while learning from the current ones. 

Desired Candidate Profile:

Basic requirements: 

  • Proficiency in verbal and written communication (Min. Versant 5 level)
  • Experience in Team & Client Handling
  • Exposure and understanding of [Industry] business processes
  • Record and experience working in/with an Omnichannel [Customer Experience/Sales] Contact center in a Team Management role for a minimum of 3 years


 Who we are looking for:

  • Doers that can act wearing a thinker’s hat; to consistently add value in the process.
  • Must possess good communication skills on all fronts and must be someone that gets along pretty well with other people, i.e., musty have good interpersonal skills.
  • Strong analytical skills to identify and work on corrective and preventive actions.
  • Ability to handle large teams with excellent team handling skills.


You have an edge over others if you:

  • Are a graduate with at least 3 years of experience with team management in voice/non-voice processes.
  • Are as customer-obsessed as we are.
  • Are willing to go beyond the boundaries of a job description to learn and execute.
  • Can adapt to changing business needs and customer demands.



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