Job Summary

The Operations Assistant Manager supports delivery excellence across multitier CE teams by overseeing supervisors, ensuring SLA attainment, and driving consistent quality and people performance. The role bridges frontline execution and senior operations leadership, enabling stable performance and scalable growth.



Key Responsibilities

Manage and coach Operations Supervisors supporting Tier 1–3 CE functions.

Ensure consistent achievement of SLAs, CSAT, quality scores, and productivity targets.

Oversee escalation handling for complex technical, billing, policy, or compliance cases.

Partner with QA, Training, Workforce, and Product teams on performance and readiness.

Track operational trends, risks, and improvement actions; provide insights to leadership.

Support ramp planning, staffing readiness, and internal mobility initiatives.



Qualifications

Bachelor’s degree or equivalent experience.
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