Assistant Manager

Job Title

Assistant Manager – Operations (BPO)

Job Summary

We are seeking a dynamic and result-oriented Assistant Manager – Operations to oversee daily operational activities in a BPO environment. The candidate will be responsible for managing team performance, ensuring service quality, maintaining compliance with regulations, and driving operational efficiency to achieve business goals, rewards and penalty.

Key Responsibilities

• Manage day-to-day BPO operations and ensure smooth workflow.
• Monitor team performance, productivity, and service quality.
• Ensure adherence to guidelines, company policies, and client requirements.
• Handle escalation management and resolve operational issues promptly.
• Analyse MIS reports, KPIs, and performance dashboards.
• Coordinate with internal departments and clients for process improvements.
• Conduct team meetings, training sessions, and performance reviews.
• Ensure SLA, TAT, and quality targets are achieved consistently.
• Support workforce planning and resource allocation.
• Identify opportunities for process optimization and cost control.
• Maintain high levels of customer satisfaction and employee engagement.

Required Skills

• Strong leadership and team management abilities.
• Good knowledge of BPO operations and processes.
• Good communication and problem-solving skills.
• Proficiency in MS Office, MIS reporting, and operational tools.
• Ability to manage multiple tasks under pressure.
• Analytical and decision-making skills.

Qualifications

• Bachelor’s degree
• 3–6 years of experience in BPO/Call Center operations.
• Prior experience in team handling or supervisory role preferred.

Preferred Qualities

• Customer-focused mindset.
• Strong organizational and interpersonal skills.
• Ability to work in rotational shifts if required.
• Process improvement orientation.

Salary

• As per industry standards and experience.

Work Location

• Patna

Employment Type

• Full-time

Contact Person :- Amol Kumar - 9711535158