Assistant Manager, Contact Centre

Overview

The Assistant Manager, Contact Centre (Regional) supports the Manager in overseeing daily contact centre operations while ensuring service excellence, regulatory compliance, and staff development. This role acts as a key bridge between frontline Associates and Management, providing operational leadership, coaching, hands-on support, and escalation management.

In addition to supervisory responsibilities, the Assistant Manager is required to perform frontline contact centre duties to support operational needs, manage peak volumes, and remain closely connected to customer experience and ground realities.

Support the Manager in supervising a team of Regional Contact Centre Associates to ensure smooth daily operations across phone calls and live chats.

Perform frontline contact centre duties, including attending to customer and financial representative enquiries, especially during peak periods, manpower shortages, system downtime, or special camp...