Roles & Responsibilities Assistant Manager – Operations (BPO)

The Assistant Manager – Operations will be responsible for managing day-to-day BPO operations, driving business performance, developing Team Leaders, and ensuring consistent achievement of client and organizational objectives.

Key Responsibilities:
Manage and oversee multiple teams/Team Leaders to ensure achievement of operational targets and business KPIs.
Drive key metrics including SLA, AHT, CSAT, Quality, Productivity, FCR, Attendance, Adherence, and Attrition.
Monitor daily, weekly, and monthly performance dashboards and identify performance gaps and improvement opportunities.
Conduct regular performance reviews with Team Leaders and establish measurable action plans for underperforming teams.
Provide leadership, coaching, and mentoring to Team Leaders to improve their people-management and operational capabilities.
Handle critical customer and operational escalations, ensuring timely resolution and appropriate communication with stakeholders.
Collaborate with WFM, Quality, Training, HR, and other support functions to ensure smooth and productive operations.




Analyze operational data and conduct RCA (Root Cause Analysis) for recurring performance, quality, customer, and process-related issues.
Drive process improvement and productivity initiatives to improve operational efficiency and customer experience.
Ensure adherence to SOPs, client guidelines, compliance requirements, and company policies.
Monitor staffing, absenteeism, shrinkage, and attrition and work with WFM/HR to maintain operational stability.
Review and approve performance improvement plans and ensure effective follow-up on corrective actions.
Prepare and present MIS, business reviews, dashboards, and performance updates to senior management/client stakeholders.
Support recent process transitions, ramp-ups, and business expansions as required.
Identify high-performing employees and develop a robust leadership pipeline within the operation.
Ensure effective communication of business updates, process changes, targets, and client expectations across the teams.
Promote a performance-driven, customer-focused, and employee-engaging work culture.

📌 Walk In Assistant Manager Gurugram
🏢 Radical Minds
📍 Gurugram