Assistant Manager

Job Title

Assistant Manager – BPO Operations (Revenue Generation)

Department

Operations

Location

[Naraina Industrial Area Phase -2]

Job Summary

The Assistant Manager in our BPO operations will oversee and optimize daily processes with a primary focus on revenue generation, operational efficiency, and team performance. This role is responsible for managing both inbound and outbound teams, driving quality assurance, meeting key performance indicators (KPIs), and fostering an environment of continuous process improvement. The Assistant Manager will be instrumental in ensuring the team meets client expectations, handles escalations effectively, and drives customer satisfaction while contributing to the company’s revenue growth.

Key Responsibilities

Revenue Generation & Operational Excellence

Team Leadership & Performance Management.

Process Improvement & Quality Assurance

Client & Escalation Management

Reporting & Strategic Insight

Key Skills & Competencies

• Expertise in BPO operations and revenue generation models
• Strong leadership, coaching, and team management skills
• Excellent client relationship management and conflict resolution abilities
• Data-driven decision-making with strong analytical skills
• Proficiency in process improvement and continuous quality monitoring
• Exceptional communication, presentation, and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment

Qualifications

• Bachelor’s degree in Business, Management, or related field
• 2–5 years of experience in BPO operations, including experience in revenue management or business development
• Proven track record of managing teams in inbound/outbound call center environments
• Strong understanding of KPIs, SLAs, and operational reporting
• Experience in handling escalations and optimizing client relationships

KPIs

• Achieving revenue growth and profitability targets
• Meeting service levels, quality standards, and operational KPIs
• Ensuring high customer satisfaction and effective resolution of escalations
• Driving continuous process improvements and operational cost savings