Assistant Manager (BPM)

Job Summary

We are seeking a proactive and result-oriented Assistant Manager BPM to manage and oversee day-to-day operations of voice and non-voice business processes. The role involves team management, operational performance monitoring, process compliance, customer satisfaction, and driving operational efficiency. The ideal candidate should possess strong leadership, analytical, and communication skills with the ability to manage teams and achieve business targets effectively.

Key Responsibilities

• Oversee daily BPM operations and ensure smooth functioning of voice and non-voice processes.

• Monitor operational performance, productivity, and process efficiency to achieve business targets.

• Ensure daily, weekly, and monthly operational goals are achieved.

• Manage team rostering, attendance, and workforce planning.

• Ensure effective data management, lead allocation, and follow-up processes.

• Monitor performance metrics such as answer percentage, contact ratio, and customer engagement.

• Drive performance improvement initiatives and support team development through coaching and feedback.

• Ensure adherence to SOPs, quality standards, and operational compliance requirements.

• Conduct call audits, calibrations, and quality checks to maintain service standards.

• Coordinate with internal stakeholders and operational teams for seamless execution of activities.

• Track operational issues and ensure timely resolution and closure.

• Prepare and maintain operational reports, MIS, and performance dashboards.

• Monitor attrition trends and implement employee engagement and retention initiatives.

• Support onboarding, training, and performance management of new team members.

• Ensure high levels of customer satisfaction and continuous process improvement.

Skills & Competencies

• Strong leadership and people management skills.

• Excellent communication and interpersonal abilities.

• Good analytical and problem-solving skills.

• Ability to handle multiple operational priorities effectively.

• Strong understanding of BPM/BPO operations and quality processes. • Proficiency in MIS reporting and operational tracking. Qualification & Experience • Bachelors degree in any discipline.

• Relevant experience in BPM/BPO operations management.

• Experience in handling voice and non-voice processes preferred.

Interested candidate apply to job post and share the resume to below email id : [email protected]