Assistant Operations Manager

Job Title:

Department:

Job Summary:

The Assistant Operations Manager supports the Operations Manager in overseeing daily BPO operations, ensuring service level agreements (SLAs), quality, and productivity metrics are consistently met. This role involves managing team leads and agents, streamlining processes, handling client communications when required, and ensuring overall operational efficiency and client satisfaction.

Key Responsibilities:

• Assist in managing day-to-day operations of assigned BPO campaigns (voice/non-voice/inbound/outbound).
  
• Supervise Team Leaders and ensure adherence to performance targets (KPIs and SLAs).
  
• Monitor team performance and provide coaching, feedback, and corrective actions as needed.
  
• Ensure compliance with client requirements, company policies, and standard operating procedures (SOPs).
  
• Analyze daily, weekly, and monthly reports and derive insights for performance improvement.
  
• Work closely with quality and training teams to implement performance improvement plans.
  
• Coordinate staffing, scheduling, and floor support to ensure adequate coverage and productivity.
  
• Address escalated issues from agents or clients and provide prompt resolution.
  
• Assist in new process transitions, training, and onboarding of staff.
  
• Support continuous improvement initiatives and participate in strategic planning.
  

Key Performance Indicators (KPIs):

• SLA Achievement (AHT, FCR, TAT, etc.)
  
• Agent & Team Productivity
  
• Attrition & Absenteeism Rates
  
• Customer Satisfaction (CSAT/NPS)
  
• Quality Assurance Scores
  
• Client Feedback & Escalation Resolution Time
  

Qualifications & Requirements:

• Bachelor’s degree in Business Administration, Management, or related field preferred.
  
• 3+ years of experience in BPO operations, with at least 1 year in a supervisory or managerial role.
  
• Strong understanding of BPO KPIs, call center metrics, and performance management.
  
• Excellent communication, leadership, and interpersonal skills.
  
• Proficient in MS Office tools and call center software (e.g., CRM, dialers, reporting tools).
  
• Ability to work in a fast-paced, high-pressure environment with flexibility for night shifts or rotational shifts if required.
  

Preferred Skills:

• Experience in managing both voice and non-voice processes.
  
• Exposure to international clients and cross-cultural teams.
  
• Strong problem-solving and decision-making ability.
  
• Knowledge of Six Sigma or other process improvement methodologies is a plus.