Company: Assistara

Position: Technical Operations Manager (International Process)

Experience Required: Minimum 16 Years

Location: Noida

Employment Type: Full-Time

Job Summary

Assistara is looking for an experienced Technical Operations Manager to lead and manage end-to-end operations for international technical support and sales processes. The ideal candidate will have 16+ years of experience in international BPO/ITES operations, with a robust background in technical support, service delivery, process optimization, team management, client relationship management, and operational excellence.

Key Responsibilities

Lead and oversee daily operations of international technical support and customer service processes.

Drive operational excellence by achieving KPIs including SLA, CSAT, Quality, Productivity, Revenue, and Compliance.

Manage large teams comprising Team Leaders, Operations Managers, Trainers, QA, and Workforce Management.

Develop and implement operational strategies to improve efficiency, profitability, and customer satisfaction.

Monitor process performance through MIS reports, dashboards, and data analytics.

Handle client communication, business reviews, and escalation management.

Ensure adherence to international quality standards and compliance requirements.

Collaborate with Training, HR, Recruitment, IT, and Quality departments for continuous improvement.

Identify automation opportunities and implement process improvement initiatives.

Lead workforce planning, resource allocation, and capacity management.

Drive employee engagement, retention, succession planning, and leadership development.

Ensure business continuity planning and risk mitigation strategies.

Manage budgets, forecasting, and operational cost optimization.

Support business expansion, transition, and migration of new international processes.

Required Skills

International BPO Operations Management

Technical Support Operations





Service Delivery Management

Client Relationship Management

People Management

Revenue & Profitability Management

KPI & SLA Management

Performance Management

Escalation Handling

Workforce Management

Process Improvement

Lean Six Sigma (Preferred)

MIS & Data Analysis

Vendor Management

Cross-functional Collaboration

Business Strategy

Customer Experience Management

Preferred Technical Knowledge

Windows OS

Microsoft Office 365

Printer Troubleshooting

Antivirus Support

Networking Basics

CRM Tools

Ticketing Systems (Zendesk, Freshdesk, Salesforce, ServiceNow)

Power BI / Advanced Excel

Educational Qualification

Bachelor's Degree in Engineering, Computer Science, Information Technology, Business Administration, or related field.

MBA or PGDM preferred.

ITIL, PMP, Lean Six Sigma, or Operations Management certifications will be an added advantage.

Experience Required

Minimum: 16 Years

8+ years in Operations Management.

Experience handling international voice/blended technical support processes.

Strong experience managing large teams (100+ employees preferred).

Experience in technical support, upselling, customer retention, and service delivery.

Key Competencies

Strategic Leadership

Operational Excellence

Decision Making

Analytical Thinking

Client Management

Stakeholder Management

Change Management

Coaching & Mentoring

Conflict Resolution

Business Acumen

Excellent Communication Skills

Performance Metrics (KPIs)

SLA Compliance

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

First Call Resolution (FCR)

Average Handle Time (AHT)

Revenue & Upsell Performance

Quality Scores

Attrition & Retention

Productivity

Employee Engagement

Why Join Assistara?

Opportunity to lead high-performing international operations.

Exposure to global clients and technical support processes.

Career growth in a leadership role.

Dynamic and performance-driven work environment.

Competitive salary and leadership benefits.

📌 Technical Operations Manager (INTERNATIONAL PROCESS) (Noida)
🏢 Assistara
📍 Noida