Urgent Hiring | Assistant Manager – Operations (International Voice Contact Center) | Bangalore & Hyderabad

A leading organization is hiring Assistant Manager – Operations for its International Voice Contact Center .

Interviews will be conducted on 10th or 11th July at the Gurgaon office.

Only candidates who are available to attend the interview in person on these dates should apply.

Locations: Bangalore & Hyderabad

Key Responsibilities:
Lead and manage a team of Customer Service Representatives to achieve operational and quality targets.
Conduct regular team huddles, performance reviews, coaching, and feedback sessions.
Foster a positive, high-performance work setting focused on employee engagement and development.
Monitor daily contact center operations, ensuring adherence to SLAs, KPIs, schedules, and productivity targets .
Manage call volumes, response times, and customer satisfaction metrics.
Conduct quality audits and ensure consistent service delivery.
Handle customer escalations and implement corrective actions to improve service quality.




Analyze operational reports and performance metrics to identify improvement opportunities.
Drive process improvements and operational excellence initiatives.
Develop and deliver training programs for recent hires and existing team members.
Prepare and present performance reports to senior management.
Collaborate with cross-functional teams, including IT, HR, and Sales, to ensure smooth business operations.

Required Skills:
Experience in managing International Voice Contact Center Operations .
Solid people management, coaching, and stakeholder management skills.
Valuable understanding of SLAs, KPIs, Quality, Productivity, AHT, CSAT, and Operational Metrics .
Strong analytical, problem-solving, and reporting skills.
Excellent communication and leadership abilities.
Experience in process improvement and operational excellence.

Preferred:
Experience in the US Healthcare domain will be an added advantage.

Interested candidates can share their updated CV at the earliest -

📌 Assistant Operations Manager Bengaluru
🏢 Mount Talent Consulting
📍 Bengaluru