Assistant Business Manager (Operations) - BPO

About the Role

We are seeking an experienced and result-oriented Assistant Business Manager - Operations to lead and manage a domestic BPO team, including Work From Home (WFH) agents. The ideal candidate should have strong people management skills, operational excellence, and the ability to drive key performance metrics while ensuring a high level of customer satisfaction.

Key Responsibilities

• Manage and lead a team of approximately 50 customer service associates, including WFH employees.
• Drive operational KPIs including SLA, AHT, CSAT, Productivity, and Quality Metrics.
• Monitor team performance and implement action plans for continuous improvement.
• Conduct regular coaching, mentoring, and performance feedback sessions.
• Handle client and customer escalations effectively and ensure timely resolution.
• Ensure adherence to operational processes, policies, and compliance requirements.
• Prepare and present performance reports and operational updates.
• Collaborate with cross-functional teams to ensure smooth day-to-day operations.

Required Skills

• Minimum 3 years of experience in a Team Leader / Operations Management role within a BPO or Customer Service environment.
• Strong experience in managing frontline customer service teams.
• Excellent people management and coaching skills.
• Strong communication skills in English and Hindi.
• Proficiency in MS Excel, MS Word, PowerPoint, MS Teams, and Email Communication.
• Good analytical and problem-solving abilities.
• Awareness of AI tools and technologies will be an added advantage.

Preferred Candidate Profile

• Proven track record of achieving operational targets and service levels.
• Excellent stakeholder management and team handling skills.
• Ability to work in a fast-paced and performance-driven environment.
• Strong decision-making and leadership capabilities.

Why Join Us?

• Opportunity to manage large-scale operations.
• Dynamic and growth-oriented work environment.
• Career advancement opportunities within a rapidly growing organization.

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person