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Company Description Our organization operates in the Business Process Outsourcing (BPO) sector, supporting clients across diverse industries with customer service, back-office processing, and operations management. The company emphasizes process excellence, data-driven decision-making, and strong performance management to meet and exceed client expectations. Team members are encouraged to contribute ideas for continuous improvement and to collaborate across departments to enhance service delivery. The work environment promotes professional growth, structured learning, and opportunities to advance into leadership roles. Operations are built on integrity, fairness, and equal opportunities for all employees.
Role Description The BPO Assistant Operations Manager is a full-time, on-site role based in Pune City, responsible for supporting day-to-day supervision and performance management of BPO teams. This position assists in monitoring service levels, managing staffing schedules, and ensuring adherence to client processes and quality standards. The role involves tracking key metrics, preparing operational reports, and coordinating with team leaders to address performance gaps and process issues. The Assistant Operations Manager helps implement standard operating procedures, supports training and coaching initiatives, and collaborates with senior management on process improvements. This role also includes handling escalations, maintaining clear communication with clients and internal stakeholders, and ensuring 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 the ability to interpret metrics and identify trends for process improvement.
- Excellent communication and interpersonal skills for working with team members, 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.
- Demonstrated leadership potential with skills in coaching, mentoring, and conflict resolution.
- Bachelor’s degree in business, management, or a related field, or equivalent relevant experience.
- Willingness to work on-site in Pune City and to align with shift requirements based on business needs.
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