Assistant Manager Operations

Job Description

The Assistant Manager – Operations is responsible for supporting day-to-day operational performance of BPO processes, ensuring service delivery, productivity, quality, and client satisfaction. The role involves managing team leaders and agents, driving performance metrics, implementing process improvements, and acting as a key liaison between frontline teams and senior management.

Key Responsibilities

1. Operational Management

   • Oversee daily operations to ensure SLA, KPI, and quality targets are consistently met

   • Monitor productivity, AHT, adherence, quality scores, and customer satisfaction

   • Support workforce planning, scheduling, and capacity management

2. People Management & Leadership

   • Manage and mentor Team Leaders and frontline associates

   • Conduct performance reviews, coaching sessions, and disciplinary actions when required

   • Drive employee engagement, motivation, and retention initiatives

3. Process & Quality Improvement

   • Identify gaps in processes and implement continuous improvement initiatives

   • Ensure compliance with internal policies, client requirements, and industry standards

   • Partner with Quality and Training teams to improve agent performance

4. Client & Stakeholder Management

   • Support client communication, reporting, and escalations

   • Prepare and present operational reports and performance dashboards

   • Ensure timely resolution of customer and client escalations

5. Risk, Compliance & Reporting

   • Ensure adherence to data security, confidentiality, and compliance standards

   • Analyze trends and root causes to prevent recurring issues

   • Maintain accurate MIS, daily/weekly/monthly reports

Key Performance Indicators (KPIs)

• SLA achievement

• Productivity and utilization

• Quality scores and CSAT

• Attrition and shrinkage

• Process improvement outcomes

Required Skills & Competencies

• Strong operational and analytical skills

• People management and leadership capability

• Excellent communication and stakeholder management

• Problem-solving and decision-making ability

• Proficiency in MS Excel, PowerPoint, and reporting tools

Qualifications & Experience

• Graduate / Postgraduate in any discipline

• 5+ years of experience in BPO operations

• Minimum 1–2 years in a Team Lead or Assistant Manager role

• Experience in voice and/or non-voice processes preferred

Job Skill

Job Details