BPO Assistant Manager / Manager

Role: Assistant Manager / Operations Manager (Domestic BPO)

Details:

Experience: Minimum 2-3 years of on-paper experience as an Assistant Manager or Operations Manager in a BPO.

Salary:

Assistant Manager: Up to 5.5 LPA

Operations Manager: Up to 7.2 LPA

(Salary depends on last drawn and relevant experience)

Shift: Day Shifts

Working Days: 6 days a week, 1 rotational week off

Location: Sector 32, Gurugram

Roles and Responsibilities

• Manage day-to-day operations for a domestic voice/customer service process.
• Lead and manage Team Leaders and their respective teams to achieve business targets.
• Monitor key performance metrics, including SLA, productivity, quality, and customer satisfaction.
• Track attrition, shrinkage, absenteeism, and overall team performance.
• Conduct regular performance reviews and implement action plans to improve operational efficiency.
• Handle customer and operational escalations and ensure timely resolution.
• Coordinate with Quality, Training, HR, and Workforce Management teams.
• Prepare performance reports and drive continuous process improvement.

Job Requirements

• Minimum 2-3 years of on-paper experience as an Assistant Manager or Operations Manager in a BPO.
• Experience in a domestic voice/customer service process preferred.
• Prior experience managing Team Leaders and multiple teams.
• Strong knowledge of operational KPIs, SLA, attrition, shrinkage, and performance management.
• Excellent leadership, communication, analytical, and problem-solving skills.
• Proven ability to achieve operational targets and manage team performance.

Note: We are only looking for immediate joiners.

If interested, please share cv to [email removed] with subject line "AM or Manager/ Voice"