: Operations/Assistant Manager – BPO

Job Title: Operations/Assistant Manager

Department: Operations

Location: Mathikere

Employment Type: Full time

Job Summary The Operations/Assistant Manager is responsible for managing day-to-day BPO operations, ensuring delivery of client SLAs, achieving business KPIs, driving team performance, and maintaining high standards of quality, compliance, and customer satisfaction. The role involves leading large teams, improving operational efficiency, and building solid client relationships.

Key Responsibilities

Manage end-to-end operations and ensure achievement of SLAs and KPIs.

Lead, coach, and develop Team Leaders and Process Associates.

Monitor productivity, quality, TAT, CSAT, and operational performance.

Drive continuous process improvements and operational excellence.

Manage client escalations and participate in governance reviews.

Ensure compliance with client requirements and company policies.

Analyze MIS reports and implement action plans for performance improvement.

Partner with Quality, Training, HR,



and Workforce Management teams.

Drive employee engagement, retention, and succession planning.

Ensure effective resource planning and cost optimization.

Required Qualifications

4–6 years of experience in BPO operations, with at least 2–3 years in a managerial role.

Key Skills

Operations & Service Delivery Management

People Leadership

Client & Stakeholder Management

SLA/KPI Management

Performance Management

Problem Solving & Decision Making

Process Improvement

MIS & Reporting

Excellent Communication Skills

Advanced MS Excel and PowerPoint

Key Performance Indicators (KPIs)

SLA Compliance

Productivity

Customer Satisfaction (CSAT)

Turnaround Time (TAT)

Attrition & Shrinkage

Employee Engagement

Client Satisfaction

Preferred Experience
Experience in Voice, Banking, Financial Services, Healthcare, Insurance, Telecom, or E-commerce BPO operations.

📌 Operations Manager Bengaluru (India)
🏢 cimmons
📍 India