Independently manage your assigned client account with full ownership, ensuring consistently exceptional service that builds strong trust and long-term confidence.
Act as a reliable, strategic partner to the client, demonstrating a deep understanding of their business goals, workflows, and industry priorities.
Proactively anticipate operational risks, identify continuous improvement opportunities, and resolve client concerns before they impact the service experience.
Lead and mentor your cluster’s Leads, Senior Associates, and Associates, setting clear standards for performance, corporate conduct, and workplace accountability.
Conduct regular check-ins with Leads and Senior Associates to review client health, workload balance, and team dynamics, preventing burnout while ensuring high motivation levels.
Work closely with Team Leads and the Customer Success department to identify at-risk accounts early, document clear retention strategies, and execute actionable mitigation plans.
Own the setting, tracking, and bi-yearly review of KPIs and performance metrics for the entire cluster, ensuring complete alignment with department goals.
Guarantee that all data and reports shared upward are accurate, complete, solution-focused, and fully reflective of on-ground realities.

A 4-year Bachelor's or Master’s degree is preferred (Business Administration, Human Resources, Management, Operations, or related fields).
Proven experience in a leadership, team management, or assistant manager capacity within a customer success, international BPO, or client services environment.
Strong strategic thinking, data-driven performance management skills, and a clear mastery of conflict resolution.
A calm, solution-oriented leader who models extreme ownership, professionalism, and cross-functional collaboration under pressure.
Exceptional verbal and written English communication skills, with the ability to confidently present data, risks, and recommendations to executives and U.S. clients.
Deep comfort utilizing task tracking software, advanced CRM platforms, and performance analytics tools to manage remote and hybrid team workflows.

Assistant Manager

Key skills