Assistant Operations Manager

Assistant Manager Voice Process

Location: Bangalore, Karnataka
Work Mode: Work From Office (WFO)
Industry: BPO / BPM / Customer Experience
Shift: Rotational Shifts, including night shifts
Employment Type: Full-Time

Job Summary

We are looking for an experienced and result-oriented Assistant Manager – Voice Process to manage day-to-day operations of an international/domestic voice process. The role involves leading Team Leaders and customer service associates, ensuring achievement of operational KPIs, managing escalations, maintaining quality standards, and driving customer satisfaction.

Key Responsibilities

• Manage day-to-day operations for a voice-based BPO process.
• Lead and mentor Team Leaders and frontline customer service teams.
• Monitor key performance metrics such as AHT, SLA, CSAT, FCR, Quality, Productivity, Attendance and Adherence.
• Drive achievement of process targets and business objectives.
• Handle customer and process escalations and ensure timely resolution.
• Conduct regular performance reviews, coaching and feedback sessions.
• Identify performance gaps and implement corrective action plans.
• Work closely with Quality, Training, WFM and HR teams to improve operational performance.
• Monitor shrinkage, absenteeism, attrition and employee engagement.
• Prepare and present daily/weekly/monthly MIS and performance dashboards.
• Participate in client calls, governance meetings and business reviews.
• Ensure compliance with company policies, client requirements and process SOPs.
• Identify process improvement opportunities and implement initiatives to improve productivity and customer experience.
• Support new process transitions, ramp-ups and operational changes.
• Ensure effective floor management during peak volumes and business-critical situations.

Candidate Profile

• Graduate in any discipline.
• 6–10 years of experience in BPO/Contact Center operations, preferably in a voice process.
• Minimum 2–3 years of experience in a Team Leader/Managerial role.
• Experience managing international voice processes is preferred.
• Strong knowledge of contact-center KPIs and operational metrics.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving and stakeholder-management skills.
• Good knowledge of MS Excel, PowerPoint and reporting/MIS tools.
• Strong leadership, coaching and people-management abilities.
• Comfortable working in rotational shifts, including night shifts.
• Willingness to work 100% from the Bangalore office.

Key Competencies

• People Management
• Operations Management
• Customer Escalation Management
• Performance Management
• Client/Stakeholder Management
• Quality & Compliance
• Workforce/Capacity Awareness
• Data Analysis & Reporting
• Process Improvement
• Communication & Leadership

KPIs

The Assistant Manager will be responsible for driving:

SLA | AHT | CSAT | FCR | Quality | Productivity | Attendance | Adherence | Attrition | Shrinkage | Escalation Resolution

What We Offer

• Competitive compensation based on experience and current market standards.
• Performance-linked incentives, where applicable.
• Career growth opportunities within BPO operations.
• Exposure to international clients and processes.
• Professional and performance-driven work environment.