Associate Manager - Ops

Job Title:

Location: Pune

Experience:

• Minimum 8+ years in the BPO industry.
• At least 2 years as an Associate Manager.
• Skills:
• Telecom Domain, US Process, International Voice Process, Team Handling, Shrinkage, Attrition, SLA Management, CSAT, AHT, KPI, KRA, Conflict Management, Concurrency.

Job Description:

Key Responsibilities:

• Motivate, develop, and mentor team members in a dynamically changing environment.
• Monitor daily productivity to meet defined Service Level Standards.
• Conduct regular compliance audits based on client requirements.
• Coach and support Team Leads in operational and people management.
• Oversee HR-related issues and staff development.
• Analyze and generate performance reports for processes and teams.
• Develop continuous learning processes for team enhancement.
• Assist the Operations Head with supervisory functions.
• Ensure adherence to process deliverables (SLAs).
• Audit transactions and provide feedback to team leads.
• Supervise and support team members to maintain quality service standards.
• Collaborate with Team Leaders to manage individual and team performance, and draw actionable improvement plans.
• Educational Qualifications:
• Any graduate.

Functional Competencies:

• Experience in International Voice/Chat processes, preferably in the Telecom domain.
• Knowledge in ISP operations.
• Proficiency in spoken and written English.
• Ability to work in a 24x7 environment.
• Customer service expertise, including technical, billing, and sales.
• Strong persuasive speaking and problem-solving skills.
• Energetic, self-motivated, and focused on customer satisfaction.
• Ownership and accountability for deliverables.
• Ability to handle multiple responsibilities efficiently.
• Positive attitude and quality-focused approach.