Assistant Operations Manager

Assistant Manager – Operations | Rider Support BPO

**Work Mode Work From Home *

**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:** **Hybrid – WFH + WFO**

**Working Days:** 6 days

**Week Off:** 1 rotational week off

**Shift:** Rotational

Pay: Up to ₹38,000.00 per month

Benefits:

• Flexible schedule
• Provident Fund

Work Location: Remote