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.

website www.firstsource.com

Job location : Mumbai

Position : Assistant Manager/Manager-Operations

Experience : 7-10+ years of work experience with at least 4+ years in Operation for Telecom process mandatory.

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:

Contact Person;

Reena Baldota

Email id-reena.baldota@firstsource.com