Assistant Sales Manager

Transact Global is looking for a motivated and experienced Assistant Operations Manager

to support the overall management of BPO operations and ensure smooth delivery across

assigned processes. The candidate will work closely with Operations Managers, Team

Leaders, and support functions to drive productivity, quality, customer satisfaction, and

process performance.

The ideal candidate should have strong B P O operations experience, people-

management skills, analytical ability, and excellent communication skills.

Key Responsibilities

• Support the Operations Manager in managing day-to-day operations across assigned

processes/projects.

• Monitor operational performance and ensure achievement of defined KPIs, SLAs,

productivity, and quality targets.

• Manage and motivate Team Leaders and frontline teams to achieve business

objectives.

• Review daily, weekly, and monthly performance reports and identify areas for

improvement.

• Track key metrics such as productivity, quality, CSAT, AHT, SLA, absenteeism, and

attrition.

• Handle operational escalations and ensure timely resolution of customer and

process-related issues.

• Work closely with Quality, Training, HR, MIS, and other support teams to ensure

smooth operations.

• Assist in manpower planning, scheduling, resource allocation, and capacity

management.

• Conduct regular performance reviews and provide coaching and feedback to Team

Leaders.

• Identify process gaps and implement corrective and preventive action plans.

• Ensure compliance with company policies, client requirements, and process

guidelines.

• Support client communication and business reviews as required.

• Prepare and present operational reports to management.

• Drive employee engagement and retention initiatives within the assigned teams.

Page 1 of 3• Identify opportunities for process improvement and operational efficiency.

• Take ownership of operations in the absence of the Operations Manager when

required.

Required Skills & Qualifications

• 4–5 years of relevant experience in operations, preferably within the BPO / Contact

Center industry.

• Experience in handling teams and supporting day-to-day operations.

• Good understanding of BPO operational metrics and KPIs.

• Strong people-management and leadership skills.

• Excellent verbal and written communication skills.

• Good analytical and problem-solving abilities.

• Strong escalation and conflict-management skills.

• Good knowledge of MS Excel, PowerPoint, and other MS Office tools.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong planning, coordination, and organizational skills.

• Ability to work collaboratively with internal teams and stakeholders.

Core Competencies

• Operations Management

• Team & People Management

• KPI & SLA Management

• Performance Management

• Escalation Management

• MIS & Reporting

• Process Improvement

• Stakeholder Management

• Communication & Presentation

• Problem Solving & Decision Making

Ideal Candidate

The ideal candidate should be a hands-on BPO operations professional who can

effectively support operations leadership, manage teams, monitor performance, resolve

escalations, and drive process efficiency. Strong communication, ownership, and a results-

oriented approach are essential for this role.