AM/Manager - Operations

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

AM/Manager - Operations (Diversity profiles only)

POSITION DEFINITION:

Role & Responsibilities:

• Supervise and lead a group of Team Leads and associates to meet all SLAs relative to any and all functions in the Department
• Maintain daily, weekly and monthly production reports
• Drive customer experience metrics
• Meet all key SLAs and KPIs
• Coordinate activities of the department with the manager to include workflow monitoring, process improvement, training, reporting and special projects
• Provide recommendations for strategies and process improvements to add value to teams and clients
• Coordinate with other internal support teams to ensure seamless production by the operations team

Experience - 7 to 10 years experience (Telecom domain experience mandatory )

Education - Graduation mandatory

Knowledge and Skills

• Good Analytical and Logical Skills
• Good knowledge of MS Office
• Team Leading Skills
• Mentoring and motivating skills.
• Coaching and feedback skills.
• Positive attitude
• Flexibility to work in shifts
• Confident
• Energetic and Enthusiastic

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.