Assistant Operations Manager

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com

Job location :Hyderabad

Position :

Division : Customer Service

Role & Responsibilities:

• 5 years of experience in Operations Management as a Team Leader or minimum 1 year experience as an Assistant Manager for customer service sales process(cross selling, upselling selling)

• Proven track record of successfully managing teams, processes and projects.

Roles & Responsibilities

• Assist in managing and coordinating daily operational activities to ensure the smooth functioning of the department.
• Provide leadership and guidance to operations staff, helping them meet performance targets and objectives.
• Contribute to the assessment and enhancement of operational processes to improve efficiency, quality, and cost-effectiveness.
• Support the implementation and maintenance of quality control measures to ensure our products/services consistently meet or exceed client expectations.
• Assist in developing and maintaining key performance indicators (KPIs) to measure and report on operational efficiency and effectiveness.
• Contribute to resource allocation and management, including staffing, equipment, and materials, within budget constraints.
• Ensure that all operations adhere to industry regulations, safety standards, and legal requirements.
• Identify training needs and support the professional growth of team members.
• Assist in maintaining strong client relationships, addressing their needs and concerns in a timely and effective manner.

Expected/Key Results

• Fulfil contractual client obligations effectively.
• Meet both internal and client Service Level Agreements (SLAs)
• Achieve revenue targets by optimizing Full-Time Equivalent (FTE) delivery, staffing levels, and other strategies.
• Attain team retention targets to enhance employee satisfaction and continuity.
• Identify and implement process improvements to enhance operational efficiency.
• Minimize critical operational process escalations to improve service quality.
• Establish new client relationships and nurture existing client connections.
• Foster robust internal stakeholder relationships, as reflected in IVOC (Internal Voice of the Customer) and positive stakeholder feedback.
• Prioritize people's engagement and development, focusing on employee retention, professional growth, and succession planning within the Line of Business (LOB) or team.
• Collaborate with employees to create and execute individual development plans, aligning with their career aspirations and company objectives.

Preferred Educational Qualification

Graduation is a must

⚠️ Disclaimer:

Contact details

Ishika Agrawal

Email- ishika.agrawal@firstsource.com