Assistant Operations Manager

STARTEK welcomes experienced professionals for the role of Assistant Manager - Operations

Lead Operations. Drive Performance. Deliver Excellence.!!

About US -

Our associates are central to our mission of combining people, technology, and data to deliver customer experience excellence for leading brands. As a global CX solutions provider with 38,000 people in 12 countries, our teams come from many different backgrounds with rich and varied experiences. Our Values unite us, creating a shared set of behaviors that are common to all associates across Startek regardless of region or role. Our Values work together to guide our decision-making and shape the experience of our associates, our clients, and our shareholders.

Job Description -

• Manage end-to-end operations for international voice/non-voice/blended processes
• Lead Team Leaders and front-line teams to achieve KPIs (AHT, CSAT, FCR, Productivity, Quality, TAT)
• Ensure SLA and client performance metrics are consistently met
• Drive daily performance reviews and action plans
• Conduct team huddles, coaching sessions, and performance feedback
• Handle client governance calls and stakeholder communication
• Monitor attendance, shrinkage, and workforce utilization
• Identify process gaps and implement improvement initiatives
• Ensure compliance with company policies and client guidelines
• Drive employee engagement and retention initiatives

Eligibility Criteria -

• Minimum Educational Qualification 12th Std.(No Backlogs),Graduation will be preferred.
• Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
• 5-8 years of experience in BPO Operations (International Process mandatory)
• Minimum 2-3 years of team handling experience (TLs/Team size management)
• Strong knowledge of operational metrics and workforce management
• Experience in US/UK/Australian clients
• Exposure to client-facing governance calls
• Six Sigma/Lean certification (added advantage)
• Ability to work under pressure and manage multiple tasks simultaneously.
• Knowledge of the industrys best practices and trends for team management.
• Excellent communication, interpersonal and problem-solving skills.
• Strong leadership and organizational skills.
• Excellent analytical and decision-making acumen.

Interview Process

• HR Screening
• Operations Round
• Salary discussion

Benefits

• Free Transportation (2-way cab provided round the clock)

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