Walk-in || We are Hiring Assistant Manager -Operations For International BPO

Job Summary

The Assistant Manager oversees daily floor operations, guides team leaders and customer support associates, and ensures high service quality for global clients. This role bridges the gap between senior management and the execution floor, requiring night shifts or rotational shifts to match international client time zones.

Role Summary

• Position: Assistant Manager (Operations) - International BPO

• Department: Operations / Service Delivery

• Reporting To: Manager -Operations

Key Responsibilities

• Operations Management: Monitor real-time metrics, including Service Level Agreements (SLAs), Average Handle Time (AHT), and First Call Resolution (FCR).

• Team Handling: Supervise a team of 15 to 30 associates and multiple team leaders. Conduct regular coaching, feedback, and performance reviews.

• Metric Control: Track and control operational parameters like attrition and shrinkage.

• Client Escalations: Resolve complex customer queries or escalations that front-line agents cannot handle.

• Reporting: Prepare daily, weekly, and monthly Management Information System (MIS) reports for senior leadership.

• Cross-functional Coordination: Work with quality, training, and HR teams to improve agent skills and floor compliance. Required Skills & Qualifications

• Experience: 5 to 9 years of total experience, with at least 1 to 2 years working as a Assistant Manager in an international BPO voice.

• Communication: Exceptional verbal and written English communication skills.

• Domain Knowledge: Strong grasp of BPO metrics (CSAT, NPS, SLA, attrition, and shrinkage).

• Education: PUC or any Degree

• Technical Skills: Good working knowledge of MS Excel, PowerPoint, and CRM.

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