Assistant Manager BPO Operations

Position: Assistant Manager Business Process Management (BPM)
Location: Hyderabad
Experience: 5–6 Years
Employment Type: Full-Time

Key Responsibilities

• Oversee day-to-day operations of Voice & Non-Voice BPM processes.
• Manage team performance, data management, and attrition.
• Ensure daily, weekly, and monthly walk-in targets are achieved.
• Prepare and manage team rosters and attendance.
• Coordinate with clinics and maintain doctor availability reports.
• Monitor agent performance and drive bucket movement (C B A).
• Ensure adherence to BPM SOPs and quality standards.
• Track Answer % and Contacted % to improve productivity.
• Allocate leads and ensure timely follow-up on appointments and potential leads.
• Ensure a minimum of five follow-ups within 15 days of lead creation.
• Minimize team attrition through effective team management.
• Conduct call listening, calibrations, and quality monitoring.
• Track, resolve, and close operational issues within defined timelines.
• Prepare and maintain operational and performance reports.
• Monitor Client CSAT scores and implement improvement plans.
• Manage agent performance, workload, and data allocation.
• Coordinate doctor schedules and handle impacted appointments due to doctor unavailability.

Interested candidates can contact : 9398825705