Deputy Manager - Operations

Lead the Floor. Own the Numbers. Build the Team.

Are you a hands-on operations leader who thrives on turning data into decisions and

teams into top performers? We're looking for a Deputy Manager – Operations to take

charge of our call center floor — driving performance, coaching leaders, and delivering

results that matter to our clients and our people.

This isn't a back-office role. You'll be at the center of the action — reading the

dashboards, walking the floor, leading the huddles, and making the calls that keep

operations sharp and SLAs on track.

What You'll Own

Operations that Perform

Run end-to-end daily operations for your processes/accounts. Keep AHT, CSAT, Quality,

Productivity, Service Level and Attendance where they need to be — and fix what's

slipping before it becomes a problem.

Teams that Grow

Lead and mentor Assistant Managers and Team Leaders. Set the bar, coach relentlessly,

and build the kind of accountable, high-performance culture people want to be part of.

Spot your future leaders and help them get there.

Insights that Drive Action

Dig into daily, weekly and monthly dashboards. Find the trends and root causes behind

the numbers, and turn them into MIS reports and action plans that get results — not just

observations.

Quality that Wins Customers

Partner with QA and Training to sharpen the customer experience. Spot recurring issues,

drive corrective action, and make sure every process guideline and client SLA is met.

Workforce that's Always Ready

Work closely with WFM and HR to keep staffing right-sized. Keep an eye on shrinkage,

attrition and adherence so the floor is never caught short.

Relationships that Matter

Be the operational face of the business for clients and stakeholders — in reviews, in

escalations, and in the everyday conversations that build trust.

Improvements that Stick

Hunt down bottlenecks, run root-cause analysis, and drive changes that make the

process faster, better and leaner — including new launches and transitions.

Governance that Protects the Business

Keep documentation tight, audits clean, and escalate the risks that need senior eyes —

before they become bigger problems.

How You'll Be Measured

SLA & Service Level · AHT · CSAT · Quality Score · Productivity · Attendance & Adherence

· Attrition · Shrinkage · Business Performance · Team Performance · Escalation

Management · Process Compliance · Improvement Initiatives

What You Bring

• A graduate degree in any discipline (an MBA/PG is a plus)
• 6–10 years in BPO/BPM/Call Centre Operations, with real experience managing multiple Team Leaders or Assistant Managers
• Strong grounding in voice/contact centre operations
• A track record of handling sizeable teams across multiple KPIs
• Comfort in client-facing conversations and business reviews
• Sharp analytical thinking, strong Excel/MIS skills, and the confidence to make data-driven calls
• The stakeholder-management chops to handle escalations calmly and clearly
• A fast-paced, target-driven mindset — and the ownership to match

Pay: ₹27,000.00 - ₹30,000.00 per month

Work Location: In person