Assistant Manager BPO Operations

Title: Assistant Manager - BPO Operations Business Unit: Business Support Service (BSS) Reporting To: Head of Operations Job Type: Work from office Location: Panjim, Goa

Duties & Responsibilities Responsible for managing operations (6-8 customers/projects) seamlessly with timely SLA delivery along with maintaining high levels of employee engagement and customer satisfaction. Build strong partnership with the client by growing and nurturing the existing relationships To ensure operational cohesion & effective foundation for future growth Taking weekly and monthly calls with clients to understand the expectations from the teams and providing updates. Ensure that all compliance & audit related issues are brought to closure as per agreed timelines. Organize resources, sets goals, strategize with management and client on a short and long term basis Coach & mentor Team leads/Managers and create a healthy pipeline of future leaders. To be the Key contact for all problems and queries for all internal and external customers Working with MIS closely - Forecasting future volumes and average handle times to arrive at a capacity plan. Proactively identify staffing gaps. Conduct analysis and prepare analytics/reports based on requirement (internal and client)

Required Skills 4 + years of experience in leading operations team in an outsourcing business. Excellent leadership and team management skills. Exceptional communication and interpretation skills. Performance management: target setting, review against target, performance monitoring, coaching and training as required. Must have good knowledge of Work Management tool – JIRA Must understand concept of Stakeholder management. Good team player with excellent interpersonal skills.

Additional/Preferred Skills Experience and understanding of travel or tour operator business.

Educational Qualifications Required Bachelor's degree in any field. Master’s degree is a plus.