Manage daily operational activities ensuring delivery of all SLAs and KPIs.

Monitor team performance, conduct oneonones, coaching, and create action plans for improvement.

Analyze performance trends, identify gaps, and execute improvement strategies.

Collaborate with Quality, Training, Workforce, HR, and Client Stakeholders for operational alignment.

Lead team huddles, performance reviews, and knowledge sessions to maintain process consistency.

Ensure shift management, roster planning, and adequate staffing to support volume fluctuations.

Manage escalations, resolve service issues, and ensure effective customer handling.

Prepare daily/weekly/monthly MIS reports, dashboards, and business review presentations.

Support new process migrations, pilot batches, and transition activities.

Implement operational controls and risk mitigation plans.

Standardized operational workflows and updated SOPs

Daily/weekly/monthly MIS & operational dashboards

Performance improvement plans (PIP) and quality action plans

Root-cause analysis reports for escalations and performance gaps

Process improvement initiatives and costefficiency recommendations

Team capability enhancement through coaching & development programs

Achievement of monthly KPI & SLA targets (AHT, CSAT, Quality, Productivity, TAT, etc.)

Improved team performance and reduction in skillbased issues

Reduction in customer complaints, rework, and process errors

Better forecast accuracy, staffing adherence, and shrinkage control

Strong client satisfaction and positive business reviews

Smooth process delivery with zero compliance breaches

Assistant Operations Manager