Assistant Manager- Operation

Position:

Location:

Profile Summary:

Assistant Manager - Operations

Primary Job Responsibilities:

• Act as a

  liaison between the client and the company

  , ensuring seamless operations and fostering strong client relationships.
• Oversee

  daily operations

  , ensuring adherence to

  SLAs

  , performance goals, and client satisfaction.

• Identify opportunities

  for operational improvements and implement strategies to enhance key performance metrics (AHT, CSAT, Quality, etc.).

• Manage team attrition

  by creating a

  motivating and employee-friendly

  work environment.
• Define and set

  performance targets

  across all levels (Assistant Managers, Team Leaders, Quality, and Agents).

• Design and present performance reviews

  to both the client and company leadership team.
• Ensure

  profitability

  and cost-effectiveness of the project.

• Facilitate site calibrations

  to ensure clarity, stability, and alignment across multiple locations.

• Monitor and manage team performance

  , providing coaching and performance improvement plans when necessary.

• Engage in regular stakeholder interactions

  to ensure business alignment and effective communication.
• Analyze

  statistical performance trends

  and devise actionable strategies for improvement.
• Conduct

  root cause analysis

  to identify performance gaps and implement corrective actions.

Education & Essential Experience:

• Graduate in any discipline.

• Minimum 2+ years of experience in a managerial role

  within a BPO/Contact Center environment.
• Strong

  analytical mindset

  , attention to detail, and problem-solving skills.
• Experience in

  staffing adherence, schedule management, and workforce optimization

  .
• Proven ability to

  lead and manage teams effectively

  in a dynamic and fast-paced environment.
• Experience with

  client engagement and stakeholder management

  .
• Exposure to

  P&L management

  is an added advantage.
• Strong

  communication (written and verbal) and interpersonal skills

  .

Personal Style & Key Competencies:

• Inspirational leader

  with the ability to

  motivate and mentor teams

  .

• Innovative mindset

  , with the ability to anticipate

  market trends

  and operational challenges.
• Strong

  decision-making ability

  backed by data and industry insights.
• Highly

  persuasive

  , detail-oriented, and strategic in approach.
• Adaptable to

  fast-paced and evolving environments

  .
• Committed to

  integrity, accountability, and delivering results

  .

• Sales-oriented mindset

  , with a focus on performance and revenue generation.

Preferred Candidate Profile:

• Prior experience in the

  content moderation

  is highly preferred.
• Experience in

  managing multiple shifts

  and handling

  high-performance teams

  .
• Expertise in

  process improvements, automation, and operational efficiency strategies

  .

Perks & Benefits:

• Competitive salary

  with performance-based incentives.

• Health & wellness programs

  to support work-life balance.

• Career advancement opportunities

  within a rapidly growing organization.

• Comprehensive learning & development programs

  to enhance skill sets.

• A dynamic and inclusive work culture

  that fosters growth and collaboration.

Interested candidate can share their cv at - sonam.singh1@igtsolution.com