Position objective

To manage day-to-day operations for the assigned process, ensuring achievement of SLA, productivity, quality and customer experience metrics while driving team performance, process improvements and effective client management.

Reports to: (Please specify in case of dotted reporting)

Project Manager/ Delivery Lead

Direct reports and their designations:

TLs, QAs, Trainer, Agents

Key responsibilities

● Drive achievement of SLA, productivity, quality, TAT and AHT metrics.

● Manage team performance, manpower deployment, attendance and productivity.

● Monitor MIS and operational dashboards; identify gaps and drive corrective actions.

● Manage client communication, escalations and service delivery.

● Drive process improvement, cost optimisation and operational efficiency.

● Ensure adherence to process, quality,



compliance and governance standards.

Qualifications – (Essential)

● Graduation in any discipline

Qualifications – (Additional, Preferred)

● MBA / Post-Graduation in Operations, Business

Management or related discipline

Skilled experience, skills, knowledge, and special expertise required:

● 4–7 years of experience in BPO / BPM / Operations.

● Strong understanding of SLA, productivity, quality, TAT, AHT and workforce metrics.

● Experience in team and client management.

● Strong MIS, Excel, analytical and problem-solving skills.

● Ability to drive process improvement and deliver operational targets.

📌 Assistant Manager (Bengaluru)
🏢 Writer Information
📍 Bengaluru