Assistant Operations Manager - Voice

Job Title: Assistant Manager Operations –Voice/ Non-Voice

Location: Pune

About the Role:

The role involves overseeing people management, team performance, night-shift operations, and rotational work-offs, including potential weekend coverage. Ensure delivery of excellent customer service, strong customer outcomes, and NPS performance while handling complex customer queries. Collaborate effectively with on-shore and off-shore teams to maintain high service standards.

Key Responsibilities:

- Lead and manage the team to deliver exceptional customer experiences.

- Drive people management and monitor performance for operational excellence.

- Ensure adherence to UK rotational shift schedules, night-shift operations, and work-from-office requirements.

- Handle complex customer queries with a focus on quality and customer outcomes.

- Monitor and improve key metrics including CSAT and NPS.

- Maintain strong coordination between on-shore and off-shore teams for seamless workflow.

Requirements:

- Excellent verbal and written communication skills.

- Strong leadership and team management experience.

- Ability to work flexible hours in UK rotational shifts, including nights and weekends.

- Customer-focused mindset with attention to detail and service quality.

- industry – international retail or banking, Ecommerce, Telecom