Assistant Manager International Chat

Position: Assistant Manager - International chat experience Location: Bengaluru Employment Type: Permanent Job Type: Full-timeProfile Summary: IGT Solutions is seeking a dynamic Assistant Manager- International chat experienceto lead and optimize business operations in aContact Center environment . This role is responsible for providingstrategic and tactical directionto the team, ensuring operational excellence, and driving customer satisfaction through close engagement with leadership and clients. The ideal candidate willenhance team performance, manage key metrics, and drive business profitabilitywhile fostering a collaborative and people-friendly environment.Primary Job Responsibilities: Act as aliaison between the client and the company , ensuring seamless operations and fostering strong client relationships. Overseedaily operations , ensuring adherence toSLAs , performance goals, and client satisfaction. Identify opportunitiesfor operational improvements and implement strategies to enhance key performance metrics (AHT, CSAT, Quality, etc.). Manage team attritionby creating amotivating and employee-friendlywork environment. Define and setperformance targetsacross all levels (Assistant Managers, Team Leaders, Quality, and Agents). Design and present performance reviewsto both the client and company leadership team. Ensureprofitabilityand cost-effectiveness of the project. Facilitate site calibrationsto ensure clarity, stability, and alignment across multiple locations. Monitor and manage team performance , providing coaching and performance improvement plans when necessary. Engage in regular stakeholder interactionsto ensure business alignment and effective communication. Analyzestatistical performance trendsand devise actionable strategies for improvement. Conductroot cause analysisto identify performance gaps and implement corrective actions.Education & Essential Experience: Graduate in any discipline. Minimum 3+ years of experience in a managerial rolewithin a BPO/Contact Center environment. Stronganalytical mindset , attention to detail, and problem-solving skills. Experience instaffing adherence, schedule management, and workforce optimization . Proven ability tolead and manage teams effectivelyin a dynamic and fast-paced environment. Experience withclient engagement and stakeholder management . Exposure toP&L managementis an added advantage. Strongcommunication (written and verbal) and interpersonal skills .Personal Style & Key Competencies: Inspirational leaderwith the ability tomotivate and mentor teams . Innovative mindset , with the ability to anticipatemarket trendsand operational challenges. Strongdecision-making abilitybacked by data and industry insights. Highlypersuasive , detail-oriented, and strategic in approach. Adaptable tofast-paced and evolving environments . Committed tointegrity, accountability, and delivering results . Sales-oriented mindset , with a focus on performance and revenue generation.Preferred Candidate Profile: Prior experience in the Travel Domain is highly preferred. Experience inmanaging multiple shiftsand handlinghigh-performance teams . Expertise inprocess improvements, automation, and operational efficiency strategies .Perks & Benefits: Competitive salarywith performance-based incentives. Health & wellness programsto support work-life balance. Career advancement opportunitieswithin a rapidly growing organization. Comprehensive learning & development programsto enhance skill sets. A dynamic and inclusive work culturethat fosters growth and collaboration.It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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