Assistant Manager - Operations

Job DescriptionAssistant Manager – Operations | Rider Support BPO

Location: Lucknow, Uttar Pradesh
Work Mode: Hybrid – Work From Home & Work From Office
Industry: BPO / Customer Support / Rider Operations
Process: Rider Support / Delivery Partner Support
Employment Type: Full-Time
Working Days: 6 Days Working
Week Off: 1 Rotational Week Off
Shift: Rotational Shifts, including night shifts as per business requirement
Salary: Up to ₹38,000 CTC per month
Experience: Minimum 1.5+ years of relevant BPO/Customer Support/Operations experience

About the Role

We are looking for an experienced Assistant Manager – Operations to manage day-to-day operations for our Rider Support BPO process.

The role involves managing team performance, monitoring operational KPIs, handling escalations, ensuring service quality, and driving process improvements.

Key Responsibilities

• Manage day-to-day Rider Support operations and ensure smooth process functioning.
• Lead, coach and motivate Team Leaders/Senior Associates and support teams.
• Monitor KPIs such as SLA, AHT, CSAT, FCR, Quality, Productivity, Attendance and Service Level.
• Handle and monitor rider queries and escalations.
• Ensure timely resolution of issues related to orders, payments, incentives, app/login, delivery status, cancellations and rider accounts.
• Track escalations and ensure resolution within defined TAT.
• Conduct regular performance reviews, coaching and feedback sessions.
• Coordinate with Quality, Training, WFM, HR, MIS and Client/Business teams.
• Ensure adherence to SOPs, quality standards and client guidelines.
• Analyze operational reports and identify performance gaps.
• Drive corrective actions and process improvement initiatives.
• Manage absenteeism, shrinkage, attrition and manpower utilization.
• Handle critical rider/customer escalations effectively.
• Conduct daily team huddles and operational review meetings.
• Ensure operational readiness across rotational shifts.
• Maintain productivity and performance while working in a hybrid WFH/WFO environment.

Candidate Requirements

• Graduate in any discipline.
• Minimum 1.5+ years of experience in BPO/Customer Support/Operations.
• Candidates with experience as Team Leader, Senior Associate, SME or equivalent will be preferred.
• Experience in Rider Support, Delivery Partner Support, Logistics, E-commerce, Quick Commerce, Food Delivery or Mobility processes is an advantage.
• Strong communication and people-management skills.
• Good verbal and written communication skills in English and Hindi.
• Strong problem-solving and analytical abilities.
• Basic to good knowledge of MS Excel and MIS.
• Understanding of BPO KPIs and operational metrics.
• Comfortable handling escalations and working in a fast-paced environment.
• Comfortable with rotational shifts and 6-day working.
• Must be comfortable working in both Work From Home and Work From Office modes as per business requirements.

Key Skills

BPO Operations | Rider Support | Team Handling | Customer Support | Escalation Management | SLA | AHT | CSAT | Quality | Productivity | MIS | Performance Management | Process Improvement

Compensation & Work Details

Salary: Up to ₹38,000 CTC per month
Experience: 1.5+ years
Work Mode: work from home
Working Days: 6 days
Week Off: 1 rotational week off
Shift: Rotational

Pay: Up to ₹38,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Provident Fund

Work Location: In person