Description
The Assistant Manager reports to a designated manager and supports the oversight of daily operations, employee development, workforce planning, and service delivery. The role leads Senior Representatives and frontline team members, coaches and mentors employees, coordinates staffing and schedules, supports hiring and onboarding, monitors service-level dashboards, handles escalations and major incidents, and drives operational improvements and KPI reporting. The position requires English proficiency and availability for after-hours, weekend, holiday, and emergency support.
