Assistant Operations Manager
TP
- Location
- Hyderabad, Telangana, India
- Job type
- Full-time
Required skills
- business reviews
- compliance
- employee engagement
- forecasting
- KPI
- operational metrics
- service delivery
About the role
Website:
tp.com
Job details:
- Team Management & Leadership:
- Led a team of ___ agents in a high-volume international voice process, ensuring optimal staffing, coaching, and performance management.
- SLA & KPI Management:
- Monitored and improved key operational metrics including AHT, CSAT, NPS, FCR, Quality scores, schedule adherence, and attendance.
- Performance Optimization:
- Conducted regular one-on-one coaching, performance reviews, and skill development sessions to enhance agent productivity and reduce operational gaps.
- Client Interaction & Reporting:
- Coordinated with client stakeholders for weekly and monthly business reviews, performance updates, and action plans to meet SLA expectations.
- Process Improvement:
- Identified process bottlenecks and implemented solutions such as call flow optimization, SOP updates, and quality calibration, resulting in improved efficiency and reduced error rates.
- Escalation Management:
- Handled customer escalations, ensured timely resolution, and implemented preventive measures to avoid repeat complaints.
- Training & Development:
- Organized refresher training, product/process updates, and communication skill enhancement to maintain high service standards.
- Workforce & Capacity Planning:
- Collaborated with WFM for forecasting, staffing, shrinkage control, and resource allocation to ensure consistent service delivery.
Key Achievements:
- Improved CSAT by ___% through structured coaching and process redesign.
- Reduced AHT by ___ seconds/minutes while maintaining quality scores.
- Achieved SLA compliance of ___% consistently over the project duration.
- Reduced attrition by ___% through employee engagement and retention initiatives.
- Played a vital role in transitioning new processes, including training and stabilization.
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