ASSISTANT MANAGER – BPO OPERATIONS

Job Title - Assistant Manager – BPO Operations

Experience

Minimum 2 years of experience as an Assistant Manager in BPO Operations

Job Summary

We are looking for an experienced and result-oriented Assistant Manager – BPO Operations to manage day-to-day operations, drive team performance, ensure achievement of operational targets, and maintain high standards of quality and customer service.

The ideal candidate should have strong experience in managing BPO teams, handling operational KPIs, improving productivity, and coordinating with internal and client stakeholders.

Key Responsibilities

- Manage day-to-day BPO operations and ensure smooth workflow.
- Lead, mentor, and manage Team Leaders and operational teams.
- Monitor key operational metrics such as AHT, SLA, CSAT, Quality, Productivity, Attendance and Attrition.
- Ensure achievement of daily, weekly, and monthly business targets.
- Conduct regular performance reviews and identify areas for improvement.
- Drive productivity and process improvement initiatives.
- Monitor team attendance, adherence, shrinkage, and workforce utilization.
- Handle escalations from Team Leaders, agents, and clients.
- Coordinate with Quality, Training, Workforce Management, HR, and other support functions.
- Analyze operational reports and prepare performance dashboards/MIS.
- Identify performance gaps and implement corrective action plans.
- Ensure compliance with company policies, client requirements, and process guidelines.
- Conduct regular team meetings and communicate business updates effectively.
- Support recruitment, onboarding, training, and performance management activities.
- Maintain strong relationships with clients and ensure timely resolution of operational concerns.
- Drive employee engagement and retention initiatives.




- Ensure consistent delivery of quality and customer experience.

Required Skills
- Strong knowledge of BPO/Call Centre Operations.
- Proven experience in managing large teams.
- Strong leadership and people-management skills.
- Good understanding of operational KPIs and performance metrics.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to handle escalations and pressure effectively.
- Good knowledge of MS Excel and MIS reporting.
- Strong client-handling and stakeholder-management skills.
- Ability to work in a target-driven and fast-paced environment.

Eligibility Criteria
- Minimum 2 years of experience specifically as an Assistant Manager – BPO Operations.
- Overall BPO/Customer Service/Operations experience of preferably 5+ years.
- Candidates from BPO, Contact Centre, Customer Support, Voice or Non-Voice Operations backgrounds can be considered.
- Should have prior experience managing Team Leaders and/or large operational teams.
- Should have experience handling operational targets and client requirements.
- Graduation preferred.

Key Performance Indicators (KPIs)
- SLA Achievement
- AHT
- CSAT / Customer Satisfaction
- Quality Score
- Productivity
- Attendance & Adherence
- Attrition
- Team Performance
- Process Compliance
- Client Satisfaction

Preferred Candidate Profile We are looking for a hands-on Operations professional who can independently manage teams, drive performance, handle escalations, work closely with clients, and take ownership of overall process delivery.

Key: Candidates must have at least 2 years of experience working specifically in an Assistant Manager – BPO Operations role.

Interested candidate, Please contact HR Almas @(phone hidden)

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Work Location: In person

📌 Assistant Manager (Whitefield)
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