Assistant Manager

Job Description

Assistant Manager Blended Process (Food Online Delivery BPO) Location: Bangalore Job Type: Full-Time Shift: Rotational / Night Shift (as per business requirement) Job Summary: As the Assistant Manager BPO Operations, you will oversee the day-to-day activities of the BPO operations team, ensuring exceptional service quality, efficient process management, and leading your team to meet and exceed performance metrics. Your role is pivotal in maintaining high-quality customer service standards and operational excellence within the food delivery sector. Team Leadership & Management: Lead, supervise, and mentor a team of agents, team leaders, and supervisors to ensure they meet or exceed performance targets. Manage team schedules, including shifts and breaks, to ensure adequate coverage and efficient operations. Provide regular performance feedback, conduct performance evaluations, and implement corrective actions as needed. Foster a culture of continuous learning and improvement, encouraging team members to develop their skills. Operational Excellence: Develop and execute strategies, policies, and procedures to enhance operational efficiency and uphold quality standards, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs). Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to boost productivity and customer satisfaction. Conduct regular performance reviews, assess team performance, identify areas for improvement, and implement corrective action plans. Qualifications & Skills: Education: Bachelor's degree in Business Administration, Operations Management, or a related field. Experience: Minimum 46 years of experience in BPO operations, with at least 2 years in a leadership or supervisory role. Skills: Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to handle client escalations and ensure timely resolution. Data-driven mindset with experience in using analytics for decision-making. Proven track record of improving operational processes and achieving KPIs. Proficiency in using MS Office, especially Excel and reporting tools. Knowledge of BPO industry standards and best practices. Preferred Experience: Experience in the food delivery or e-commerce industry. Familiarity with quality assurance tools and systems.