BPO Assistant Operations Manager

Role Overview

Core Responsibilities

• Monitor service levels, manage staffing schedules, and ensure adherence to client processes and quality standards.
• Track key metrics, prepare operational reports, and coordinate with team leaders on performance gaps.
• Help implement standard operating procedures and support training and coaching initiatives.
• Collaborate with senior management on process improvements and handle operational escalations.
• Communicate with clients and internal stakeholders while maintaining a professional, compliant work environment.

Qualifications

• Experience in BPO operations, team coordination, and performance management in a fast-paced environment.
• Strong analytical and reporting skills, including interpreting metrics and identifying trends for process improvement.
• Excellent communication and interpersonal skills for working with teams, leaders, and clients.
• Proficiency with office productivity tools and contact center or workflow management systems.
• Ability to manage multiple priorities, meet deadlines, and maintain attention to detail under pressure.
• Leadership potential demonstrated through coaching, mentoring, and conflict resolution skills.
• Bachelor’s degree in business, management, or a related field, or equivalent relevant experience.
• Willingness to work onsite in Pune City and align with business-driven shift requirements.

Workplace and Schedule

• The position is onsite in Pune City and requires alignment with shifts based on business needs.