Assistant Manager - Ban

Assistant Manager Operations | BPO Chat, Social Media & P0 Critical Support

Location: Bangalore
Employment Type: Full-time
Shift: Rotational
Team Size: ~ 150 FTEs

Role Overview

We are looking for an experienced Assistant Manager – Operations to manage approximately 150 FTEs across BPO Chat, Social Media, P0 Critical Support, and related operations. The role will be responsible for operational delivery, client management, people development, revenue/productivity performance, and achievement of business and client KPIs.

Key Responsibilities

• Manage an assigned span of approximately 150 FTEs and ensure achievement of KPI, SLA, productivity, efficiency, quality, CSAT, adherence, and revenue targets.
• Lead and develop Team Leads/ACCMs/AMCCs and frontline teams through coaching, performance management, engagement, and career development.
• Monitor operational dashboards and performance trends; identify gaps and drive corrective and preventive actions.
• Manage client communication, operational reviews, deliverables, escalations, and business requirements.
• Ensure effective shift management, resource utilization, workforce deployment, and operational coverage.
• Drive new-hire and ongoing training in partnership with Training, Quality, WFM, HR, and other support functions.
• Ensure adherence to SOPs, client requirements, compliance standards, and company policies.
• Support and deliver effectively during ramp-ups, transitions, new launches, and special business requirements.
• Coordinate with TA to ensure timely hiring and delivery of required batches.
• Drive Lean / Six Sigma and continuous-improvement initiatives to improve productivity, quality, efficiency, and customer experience.
• Demonstrate strong listening, communication, reasoning, patience, adaptability, and problem-solving skills.

Qualifications & Experience

• Graduation is mandatory.
• Proven experience in BPO/contact-center operations and people management.
• Strong client-handling and stakeholder-management skills.
• Strong understanding of operational metrics, productivity, efficiency, quality, and financial performance.
• Ability to work in rotational shifts and manage high-volume operations.
• Lean / Six Sigma certification or practical experience in process improvement will be an advantage.

Internal Eligibility / IJP Criteria

• Candidates must meet applicable internal mobility/IJP eligibility requirements.
• Minimum tenure in the current role should be as per company policy; where applicable, 18–24 months may be required.
• Employees redeployed/transferred to a new process must complete the applicable 9-month cooling period from the date of movement/transfer before applying for an IJP.

Additional Requirement

• Final placement is subject to successful completion of applicable BGV, process, client, and business requirements.

Preferred candidate profile

• Immediate joiners
• Excellent communication
• Flexible to work in 24/7 shifts

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