Walk-in || Assistant Manager

Roles & Responsibilities Assistant Manager – Operations (BPO)

The Assistant Manager – Operations will be responsible for managing day-to-day BPO operations, driving business performance, developing Team Leaders, and ensuring consistent achievement of client and organizational objectives.

Key Responsibilities:

• Manage and oversee multiple teams/Team Leaders to ensure achievement of operational targets and business KPIs.
• Drive key metrics including SLA, AHT, CSAT, Quality, Productivity, FCR, Attendance, Adherence, and Attrition.
• Monitor daily, weekly, and monthly performance dashboards and identify performance gaps and improvement opportunities.
• Conduct regular performance reviews with Team Leaders and establish measurable action plans for underperforming teams.
• Provide leadership, coaching, and mentoring to Team Leaders to improve their people-management and operational capabilities.
• Handle critical customer and operational escalations, ensuring timely resolution and appropriate communication with stakeholders.
• Collaborate with WFM, Quality, Training, HR, and other support functions to ensure smooth and efficient operations.
• Analyze operational data and conduct RCA (Root Cause Analysis) for recurring performance, quality, customer, and process-related issues.
• Drive process improvement and productivity initiatives to improve operational efficiency and customer experience.
• Ensure adherence to SOPs, client guidelines, compliance requirements, and company policies.
• Monitor staffing, absenteeism, shrinkage, and attrition and work with WFM/HR to maintain operational stability.
• Review and approve performance improvement plans and ensure effective follow-up on corrective actions.
• Prepare and present MIS, business reviews, dashboards, and performance updates to senior management/client stakeholders.
• Support new process transitions, ramp-ups, and business expansions as required.
• Identify high-performing employees and develop a strong leadership pipeline within the operation.
• Ensure effective communication of business updates, process changes, targets, and client expectations across the teams.
• Promote a performance-driven, customer-focused, and employee-engaging work culture.