Role: Assistant Manager / Operations Manager (Domestic BPO)

Details:

Experience: Minimum 2-3 years of on-paper experience as an Assistant Manager or Operations Manager in a BPO.

Salary:

Assistant Manager: Up to 5.5 LPA

Operations Manager: Up to 7.2 LPA

(Salary depends on last drawn and relevant experience)

Shift: Day Shifts

Working Days: 6 days a week, 1 rotational week off

Location: Sector 32, Gurugram

Roles and Responsibilities

- Manage day-to-day operations for a domestic voice/customer service process.
- Lead and manage Team Leaders and their respective teams to achieve business targets.
- Monitor key performance metrics, including SLA, productivity, quality, and customer satisfaction.
- Track attrition, shrinkage, absenteeism, and overall team performance.
- Conduct regular performance reviews and implement action plans to improve operational efficiency.
- Handle customer and operational escalations and ensure timely resolution.
- Coordinate with Quality,



Training, HR, and Workforce Management teams.
- Prepare performance reports and drive continuous process improvement.

Job Requirements

- Minimum 2-3 years of on-paper experience as an Assistant Manager or Operations Manager in a BPO.
- Experience in a domestic voice/customer service process preferred.
- Prior experience managing Team Leaders and multiple teams.
- Robust knowledge of operational KPIs, SLA, attrition, shrinkage, and performance management.
- Excellent leadership, communication, analytical, and problem-solving skills.
- Proven ability to achieve operational targets and manage team performance.

Note: We are only looking for immediate joiners.

If interested, please share cv to [email protected] with subject line "AM or Manager/ Voice"

📌 BPO Assistant Manager / Manager (Gurugram)
🏢 Team Vertex Global Services
📍 Gurugram