Assistant Manager -Services Delivery (BPO/Contact centre)

About Emeritus: Emeritus is a global leader in online education, partnering with top universities and corporations to deliver world-class learning experiences. We believe in the power of education to transform lives, and we strive to bring accessible, high-quality learning opportunities to professionals worldwide. As a leader in the EdTech industry, Emeritus is committed to providing transformative learning experiences to professionals across the globe. Role Overview: As an Assistant Manager in the Learning/Service Delivery team, you will play a crucial role in managing program operations, overseeing learner support, and driving team performance. The role requires effective team management, process monitoring, and the ability to handle escalations while maintaining a high standard of service. The ideal candidate will have strong communication skills, be results-oriented, and thrive in a fast-paced, dynamic environment. Knowledge of the EdTech industry is a strong plus. This role requires the candidate to work in rotational shifts (including night shifts) with rotational week offs. Key Responsibilities:

• Team Leadership & Performance: Oversee team performance and conduct regular discussions to address performance issues, data collation, and goal setting. Facilitate and manage second-level response reviews to ensure quality.
• Escalation Management: Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.
• SLA & BQ Management: Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.
• Process Champion: Lead efforts in overseeing process deviances and work towards fixing issues.
• Collaboration & Coordination: Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.
• Operational Monitoring: Ensure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.
• Reporting & Audits: Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).
• Risk Management: Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.
• Shift Monitoring: Tracking and managing the daily working schedules of team members to ensure optimal staffing and operational efficiency. Monitor live shift performance, such as agent availability, handling times, and active engagement in learner interactions (chats, emails, calls). Organize backup staff to fill in during understaffed periods or when team members are unavailable.

• Proficiency in Microsoft Excel is essential.
• Leadership Experience : Prior experience in program coordination, customer service, or service delivery roles, with at least 2 years in a Team management capacity.
• Team Management: Proven track record of managing a team, driving performance, and handling escalations effectively.
• SLA Monitoring: Experience in monitoring SLAs and key business quality metrics.
• Technical Proficiency: Knowledge of project management (lean six sigma) tools and learning management systems (LMS) will be an added advantage.
• Problem-Solving Skills: Strong problem-solving and organizational skills.
• Excellent Communication: Strong written and verbal communication skills in English.
• Adaptability: Ability to work in a fast-paced, dynamic environment with flexibility and a positive attitude.
• Industry Experience: Prior experience in the EdTech industry or online learning program is preferred.
• Reporting & Dashboards: Familiarity with reporting tools and performance dashboard management.
• Process Improvement: Experience in process optimization and continuous improvement strategies.
• Shift Flexibility: Willingness to work in rotational shifts, with 2 days of weekly-offs.