Job Description
We are looking for a proactive and result-driven Assistant Manager – Operations to support and manage day-to-day operational activities. The ideal candidate should have strong people management skills, cross-functional expertise, and the ability to work in a fast-paced environment while ensuring smooth delivery aligned with business goals and SLAs.
Key Responsibilities
- Manage day-to-day operational activities and ensure smooth workflow execution.
- Monitor team productivity, quality, attendance, and SLA adherence.
- Allocate tasks, manage workforce planning, and ensure optimum resource utilization.
- Identify bottlenecks and implement corrective and preventive action plans.
- Support process improvements, documentation updates, and operational efficiency initiatives.
- Handle escalations professionally and ensure timely resolution.
- Prepare daily/weekly operational reports, MIS, and performance dashboards.
- Assist in hiring support, onboarding, training, and team engagement activities.
- Ensure compliance with company policies, client requirements, and internal SOPs.
Cross-Functional Expertise
- Work closely with HR for staffing, onboarding, attendance tracking, and employee engagement.
- Coordinate with IT for system access, tools, device readiness, and operational support.
- Partner with Finance/Payroll teams to validate attendance, shift mapping, and payroll accuracy.
- Communicate with internal/external stakeholders to ensure smooth coordination and delivery.
Required Skills
- Strong communication and stakeholder management skills
- Good team handling and coordination capabilities
- Strong cross-functional collaboration skills
- Expertise in operational reporting and data analysis
- Proficiency in MS Excel / Google Sheets
- Problem-solving and decision-making mindset
- Ability to work under pressure with time-bound deliverables
- Willingness to work in rotational shifts.
Qualifications & Experience
- Bachelor’s degree in any discipline (MBA preferred)
- 6–8 years of experience in BPO Operations / Service Delivery / Team Management
- Experience handling teams and process execution is mandatory
- Immediate joiners / short-notice candidates will be prioritized
Preferred Candidate Profile
- Strong experience in BPO operations and service delivery management
- Experience in service delivery/operations management
- Exposure to KPI tracking, workforce planning, and process improvement
- Ability to manage multiple stakeholders and operational priorities
Key Responsibilities
- Manage day-to-day operational activities and ensure smooth workflow execution.
- Monitor team productivity, quality, attendance, and SLA adherence.
- Allocate tasks, manage workforce planning, and ensure optimum resource utilization.
- Identify bottlenecks and implement corrective and preventive action plans.
- Support process improvements, documentation updates, and operational efficiency initiatives.
- Handle escalations professionally and ensure timely resolution.
- Prepare daily/weekly operational reports, MIS, and performance dashboards.
- Assist in hiring support, onboarding, training, and team engagement activities.
- Ensure compliance with company policies, client requirements, and internal SOPs.
Cross-Functional Expertise
- Work closely with HR for staffing, onboarding, attendance tracking, and employee engagement.
- Coordinate with IT for system access, tools, device readiness, and operational support.
- Partner with Finance/Payroll teams to validate attendance, shift mapping, and payroll accuracy.
- Communicate with internal/external stakeholders to ensure smooth coordination and delivery.
Required Skills
- Strong communication and stakeholder management skills
- Good team handling and coordination capabilities
- Strong cross-functional collaboration skills
- Expertise in operational reporting and data analysis
- Proficiency in MS Excel / Google Sheets
- Problem-solving and decision-making mindset
- Ability to work under pressure with time-bound deliverables
- Willingness to work in rotational shifts.
Qualifications & Experience
- Bachelor’s degree in any discipline (MBA preferred)
- 6–8 years of experience in BPO Operations / Service Delivery / Team Management
- Experience handling teams and process execution is mandatory
- Immediate joiners / short-notice candidates will be prioritized
Preferred Candidate Profile
- Strong experience in BPO operations and service delivery management
- Experience in service delivery/operations management
- Exposure to KPI tracking, workforce planning, and process improvement
- Ability to manage multiple stakeholders and operational priorities
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