Assistant Manager of Operations

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We are seeking a highly skilled and experienced Assistant Manager of Operations to join our team in Hyderabad. The ideal candidate will have extensive experience in operations management, with a strong emphasis on reducing shrinkage and attrition. This person should have excellent coaching skills and leadership experience.

As Assistant Manager of Operations, You Will…

• Oversee daily operations to ensure efficiency and productivity. Implement and monitor standard operating procedures (SOPs) to maintain operational excellence
• Coordinate with various departments to ensure seamless operations
• Provide coaching and mentoring to Team Leaders and their teams to enhance performance and professional growth
• Conduct regular team meetings and performance reviews
• Foster a positive and collaborative work environment
• Shrinkage and attrition management
• Develop and implement strategies to minimize shrinkage and employee attrition
• Monitor and analyze shrinkage and attrition data to identify trends and areas for improvement
• Collaborate with HR and other relevant departments to address issues and implement retention initiatives
• Ensure high levels of customer satisfaction through excellent service and efficient operations
• Handle customer complaints and issues in a timely and effective manner
• Ensure compliance with company policies and industry regulations
• Prepare and submit regular reports on operational performance, shrinkage, attrition, and other relevant metrics
• Conduct audits and inspections to ensure adherence to standards and policies
• Directly manage Team Leaders, providing guidance and support to ensure team objectives are met
• Assist Team Leaders in addressing any team-related challenges and improving overall team performance

As Assistant Manager of Operations, You Have…

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• Minimum of 7 - 8 years of experience in operations management, with at least 2 years in a managerial role
• Experience in a similar industry or sector
• Advanced certifications in operations management or related fields
• Proven experience in coaching and team development
• Proficiency in MS Office and other relevant software
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work in rotational shifts and handle rotational week offs

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.