Assistant Manager – Operations (USA Insurance Campaign)

About the role

We are seeking an Assistant Manager – Operations to lead a USA Insurance campaign team. You will be responsible for driving performance, coaching associates, and ensuring high‑quality customer service.

Key responsibilities

• Manage team performance and provide effective coaching and feedback.
• Handle customer service escalations and act as point of contact when needed.
• Conduct team huddles, coaching sessions, goal‑setting meetings, and one‑on‑ones.
• Research and resolve escalated requests to maintain customer satisfaction.
• Review performance data, develop action plans, and monitor execution to meet targets.
• Hold regular check‑in meetings with the client to communicate trends and developments.
• Facilitate learning sessions to improve associate technical and communication skills.
• Perform administrative tasks such as sending daily capacity reports and performance dashboards.

Required profile

• Minimum Grade 12 education.
• 1‑2 years of relevant experience as a Team Leader.
• Willingness to work rotational US shifts.

Required skills