Transact Global is looking for a motivated and experienced Assistant Operations Manager to support the overall management of BPO operations and ensure smooth delivery across assigned processes. The candidate will work closely with Operations Managers, Team Leaders, and support functions to drive productivity, quality, customer satisfaction, and process performance. The ideal candidate should have strong B P O operations experience, people- management skills, analytical ability, and excellent communication skills.

Key Responsibilities • Support the Operations Manager in managing day-to-day operations across assigned processes/projects.

- Monitor operational performance and ensure achievement of defined KPIs, SLAs, productivity, and quality targets.
- Manage and motivate Team Leaders and frontline teams to achieve business objectives.
- Review daily, weekly, and monthly performance reports and identify areas for improvement.
- Track key metrics such as productivity, quality, CSAT, AHT, SLA, absenteeism, and attrition.
- Handle operational escalations and ensure timely resolution of customer and process-related issues.
- Work closely with Quality, Training, HR, MIS, and other support teams to ensure smooth operations.
- Assist in manpower planning, scheduling, resource allocation, and capacity management.
- Conduct regular performance reviews and provide coaching and feedback to Team Leaders.
- Identify process gaps and implement corrective and preventive action plans.
- Ensure compliance with company policies, client requirements, and process guidelines.
- Support client communication and business reviews as required.




- Prepare and present operational reports to management.
- Drive employee engagement and retention initiatives within the assigned teams. Page 1 of 3• Identify opportunities for process improvement and operational efficiency.
- Take ownership of operations in the absence of the Operations Manager when required.

Required Skills &

Qualifications • 4–5 years of relevant experience in operations, preferably within the BPO / Contact Center industry.

- Experience in handling teams and supporting day-to-day operations.
- Good understanding of BPO operational metrics and KPIs.
- Strong people-management and leadership skills.
- Excellent verbal and written communication skills.
- Valuable analytical and problem-solving abilities.
- Strong escalation and conflict-management skills.
- Good knowledge of MS Excel, PowerPoint, and other MS Office tools.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong planning, coordination, and organizational skills.
- Ability to work collaboratively with internal teams and stakeholders. Core Competencies • Operations Management • Team &
- People Management • KPI &
- SLA Management • Performance Management • Escalation Management • MIS &
- Reporting • Process Improvement • Stakeholder Management • Communication &
- Presentation • Problem Solving &
- Decision Making Ideal Candidate The ideal candidate should be a hands-on BPO operations professional who can effectively support operations leadership, manage teams, monitor performance, resolve escalations, and drive process efficiency. Strong communication, ownership, and a results- oriented approach are essential for this role.

📌 Assistant Sales Manager (Bengaluru)
🏢 Transact BPO Services India
📍 Bengaluru