Assistant Manager BPO Operations

Title: Assistant Manager - BPO Operations

Business Unit: Business Support Service (BSS)

Reporting To: Head of Operations

Job Type: Work from office

Location: Panjim, Goa

Duties & Responsibilities

• Responsible for managing operations (6-8 customers/projects) seamlessly with timely SLA
• delivery along with maintaining high levels of employee engagement and customer
• satisfaction.
• Build strong partnership with the client by growing and nurturing the existing relationships
• To ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations from the
• teams and providing updates.
• Ensure that all compliance & audit related issues are brought to closure as per agreed
• timelines.
• Organize resources, sets goals, strategize with management and client on a short and long
• term basis
• Coach & mentor Team leads/Managers and create a healthy pipeline of future leaders.
• To be the Key contact for all problems and queries for all internal and external customers
• Working with MIS closely - Forecasting future volumes and average handle times to arrive
• at a capacity plan. Proactively identify staffing gaps.
• Conduct analysis and prepare analytics/reports based on requirement (internal and client)

Required Skills

• 4 + years of experience in leading operations team in an outsourcing business.
• Excellent leadership and team management skills.
• Exceptional communication and interpretation skills.
• Performance management: target setting, review against target, performance monitoring,
• coaching and training as required.
• Must have good knowledge of Work Management tool JIRA
• Must understand concept of Stakeholder management.
• Good team player with excellent interpersonal skills.

Additional/Preferred Skills

• Experience and understanding of travel or tour operator business.

Educational Qualifications Required

Bachelor's degree in any field. Masters degree is a plus.