Assistant Manager

Experience:

● Minimum 5 years of experience in the BPO industry

● At least 3 years of experience as a Team Lead in a BPO environment

● Client management experience is mandatory

● Experience in the Mortgage industry is an added advantage

● Experience in managing and overseeing Non-Voice Process operations.

● Experience in leading and managing a team of 15-20 members.

Educational Qualification:

● Post Graduation in Business Management/ MBA

Key Responsibilities:

● Oversee day-to-day BPO operations to ensure efficiency and productivity

● Develop and implement process improvement strategies to optimize workflows

● Manage, mentor, and train both Team Leaders and employees to enhance overall

performance

● Ensure client satisfaction by maintaining strong communication and timely deliverables

● Handle escalations, client queries, and critical business decisions effectively

● Monitor KPIs, performance metrics, and process compliance to meet business

objectives

● Work closely with cross-functional teams to streamline operations

● Ensure adherence to SLAs, quality benchmarks, and compliance standards

Key Skills & Competencies:

● Excellent communication and interpersonal skills

● Strong leadership, analytical, and decision-making abilities

● Ability to handle multiple projects and work under tight deadlines

● Expertise in process planning, resource allocation, and risk management

● Highly motivated, result-oriented, and dynamic approach towards work

● Ability to identify training needs and conduct mentoring sessions for both Team

Leaders and employees

Shift Timings:

● Day Shift

● Night Shift (Night shift allowances applicable)