Job Description

Job Title: Assistant Manager (AM) Inbound Customer Service BPO Operations Location: Turbhe Navi Mumbai Reports to: Operations Manager Job Summary: The Assistant Manager for Inbound Customer service BPO Operations will oversee and manage a team within the business process outsourcing (BPO) environment, ensuring smooth day-to-day operations. They will be responsible for process optimization, meeting KPIs, handling client interactions, and supporting operational excellence across multiple projects. Key Responsibilities: Team Management: Supervise a team of agents to ensure productivity, quality, and efficiency. Provide guidance, coaching, and mentoring to team members. Conduct performance reviews and provide feedback for continuous improvement. Manage scheduling, attendance, and team workload distribution. Process Improvement: Analyze processes and identify areas for improvement. Implement and support continuous improvement initiatives within the team. Monitor adherence to best practices and standardized operating procedures. Recommend and implement process changes to improve service delivery and customer satisfaction. Client Relationship Management: Act as the primary point of contact for clients regarding operational matters. Address client concerns and resolve issues in a timely manner. Prepare and present reports on operational performance and key metrics to clients. Maintain and enhance customer relationships through proactive communication. Performance Monitoring and Reporting: Monitor daily performance metrics (e.g., SLA adherence, FCR, CSAT). Conduct root-cause analysis of performance gaps and implement corrective actions. Generate regular reports on operational performance and analyze trends. Ensure teams meet quality standards and target metrics consistently. Compliance and Risk Management: Ensure compliance with company policies, procedures, and quality standards. Identify potential risks and develop mitigation strategies. Manage and resolve escalations to ensure timely resolution. Training & Development: Assist in the training and development of new hires and existing team members. Ensure all team members are equipped with the necessary tools and knowledge. Track training effectiveness and suggest further improvements. Qualifications: Education: Bachelor's degree in Business Administration, Management, or a related field. Experience: 3+ years of experience in BPO operations, with at least 1-2 years in a leadership or assistant manager role. Experience managing teams and driving operational efficiency in a BPO setting. Skills: Strong leadership, communication, and interpersonal skills. Analytical mindset with the ability to solve problems and drive improvements. Ability to manage multiple tasks and meet deadlines in a fast-paced environment. Knowledge of BPO operations and key performance indicators (KPIs). Proficiency in MS Office and BPO-related software/tools (e.g., CRM systems). Preferred: Experience in client-facing roles and managing client relationships. Knowledge of specific BPO domains (e.g., customer service, technical support, back-office operations). Understanding of workforce management tools and techniques. Working Conditions: [Shift timings, 8 am to 8PM Rotational] [Work from home/office arrangements] Compensation: Competitive salary based on experience and qualifications. [Other benefits like health insurance, performance bonuses, etc.]