Job Summary

We are seeking a dynamic and results-oriented Assistant Manager Operations to lead a team within a fast-paced BPO environment. The incumbent will be responsible for driving operational excellence, ensuring service delivery as per client expectations, managing team performance, and meeting key business metrics including productivity, quality, customer satisfaction, and compliance.

The ideal candidate should possess strong people management skills, analytical capabilities, stakeholder management experience, and a proven track record of delivering results in customer service, back-office, or technical support operations.

Key Responsibilities

Operational Management

- Manage daily operations and ensure achievement of process SLAs, KPIs, and business goals.
- Monitor team performance against productivity, quality, attendance, and customer satisfaction metrics.
- Drive adherence to client requirements, operational processes, and compliance standards.
- Identify process improvement opportunities and implement action plans to enhance efficiency and customer experience.
- Conduct regular performance reviews and operational governance meetings.
- Team Management

Lead, coach, and mentor Team Leaders and frontline associates.

- Create development plans and drive employee engagement initiatives.
- Manage attrition, absenteeism, and employee performance effectively.
- Conduct regular team huddles, skip-level meetings, and feedback sessions.
- Foster a positive and performance-driven culture.

Client & Stakeholder Management





- Build and maintain strong relationships with internal and external stakeholders.
- Participate in client reviews and business discussions.
- Provide operational insights and recommendations for business improvement.
- Ensure timely communication and resolution of escalations.

Performance & Reporting

- Analyze operational data and prepare daily, weekly, and monthly business reports.
- Track performance trends and recommend corrective actions.
- Manage workforce utilization and capacity planning in collaboration with support functions.
- Drive continuous improvement through root cause analysis and problem-solving methodologies.

Quality & Compliance

- Ensure adherence to organizational policies, client requirements, and regulatory guidelines.
- Support audit readiness and compliance initiatives.
- Drive quality improvement projects and customer satisfaction initiatives.

Key Performance Indicators (KPIs)

- Service Level Achievement
- Customer Satisfaction (CSAT)
- Quality Scores
- Productivity Metrics
- Attrition and Shrinkage
- Employee Engagement
- Revenue or Cost Management Targets
- Client Satisfaction

Qualifications

- Graduate degree in any discipline.
- Post-graduation/MBA preferred.
- Lean Six Sigma certification will be an added advantage.

Experience

- 5 to 8 years of experience in BPO/ITES operations.
- Minimum 1 to 2 years of experience in a Team Leader, Deputy Manager, or Assistant Manager role.
- Experience managing teams of 50 to 100+ employees preferred.
- Solid exposure to customer service, back-office, sales, or technical support operations.

📌 Assistant Manager Business Services (Madhya Pradesh)
🏢 WM Universal Solutions
📍 Madhya Pradesh