Assistant Operations Manager

Job Description

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies Job Title: Assistant Manager - Operations (Telecom Chat experience) Job location: Mumbai Experience: Min 5 years of experience and currently working as AM for Telecom process. Education: Graduate Must Looking for Diversity profiles only Role & Responsibilities: Supervise and lead a group of Team Leads and associates to meet all SLA’s 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 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 Contact details Reena Baldota Email-reena.baldota@firstsource.com