We are seeking an experienced and result-oriented Assistant Business Manager - Operations to lead and manage a domestic BPO team, including Work From Home (WFH) agents. The ideal candidate should have strong people management skills, operational excellence, and the ability to drive key performance metrics while ensuring a high level of customer satisfaction.
Key Responsibilities
- Manage and lead a team of approximately 50 customer service associates, including WFH employees.
- Drive operational KPIs including SLA, AHT, CSAT, Productivity, and Quality Metrics.
- Monitor team performance and implement action plans for continuous improvement.
- Conduct regular coaching, mentoring, and performance feedback sessions.
- Handle client and customer escalations effectively and ensure timely resolution.
- Ensure adherence to operational processes, policies, and compliance requirements.
- Prepare and present performance reports and operational updates.
- Collaborate with cross-functional teams to ensure smooth day-to-day operations.
Required Skills
- Minimum 3 years of experience in a Team Leader / Operations Management role within a BPO or Customer Service environment.
- Strong experience in managing frontline customer service teams.
- Excellent people management and coaching skills.
- Strong communication skills in English and Hindi.
- Proficiency in MS Excel, MS Word, PowerPoint, MS Teams, and Email Communication.
- Good analytical and problem-solving abilities.
- Awareness of AI tools and technologies will be an added advantage.
Preferred Candidate Profile
- Proven track record of achieving operational targets and service levels.
- Excellent stakeholder management and team handling skills.
- Ability to work in a rapid-paced and performance-driven environment.
- Strong decision-making and leadership capabilities.
Why Join Us?
- Opportunity to manage large-scale operations.
- Dynamic and growth-oriented work environment.
- Career advancement opportunities within a rapidly growing organization.
Pay: ₹40,000.00 - ₹60,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
📌 Assistant Business Manager (Operations) - BPO (Gurugram)
🏢 Worxpertise (Edge Business Solutions
📍 Gurugram
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