assistara
Website:
assistara.com
Company:
https://www.linkedin.com/company/assistara
Seniority: Entry level
Industries: Business Consulting and Services
Job details:
Job Description
Assistara Global Services is looking for an experienced Operations Manager with a proven background in managing International BPO operations. The ideal candidate should have extensive experience handling international voice processes, leading large teams, driving operational performance, ensuring client satisfaction, and achieving business objectives.
Candidates with prior experience managing US Technical Support processes involving Printers, Antivirus, Routers, Microsoft, or other software products will be given preference.
Key Responsibilities
- Manage end-to-end operations of International Voice Processes.
- Lead Operations, Team Leaders, Quality, Training, and Workforce teams to achieve business objectives.
- Ensure all operational KPIs including Productivity, SLA, Quality, CSAT, Revenue, and Compliance are consistently achieved.
- Drive process improvements to enhance operational efficiency and profitability.
- Monitor daily performance metrics and implement action plans for continuous improvement.
- Manage client communication, business reviews, escalations, and relationship management.
- Develop operational strategies to improve service delivery and maximize revenue.
- Recruit, train, mentor, and retain high-performing operations teams.
- Conduct regular coaching sessions and performance reviews for Team Leaders and Managers.
- Collaborate with Sales, HR, Recruitment, IT, and Training departments for smooth business operations.
- Handle workforce planning, resource allocation, scheduling, and capacity management.
- Ensure adherence to organizational policies, quality standards, and compliance requirements.
- Analyze MIS reports, dashboards, operational trends, and recommend corrective actions.
- Drive employee engagement, retention, and team development initiatives.
- Manage customer escalations and ensure timely resolution.
- Support business expansion by setting up new teams, processes, and operational frameworks.
Preferred Technical Skills
Experience in one or more of the following will be an added advantage:
- US Technical Support
- Printer Support (HP, Canon, Epson, Brother, etc.)
- Antivirus Support (Norton, McAfee, AVG, Avast, etc.)
- Microsoft Windows & Office Troubleshooting
- Router & Network Troubleshooting
- Remote Support Tools
- CRM & Ticketing Systems
Required Skills
- Strong leadership and people management skills
- Excellent client relationship management
- Strategic planning and operational excellence
- Performance management and coaching
- Revenue and P&L understanding
- Strong analytical and problem-solving abilities
- Excellent communication and presentation skills
- Expertise in Quality, Training, Workforce Management, and MIS
- Ability to manage multiple international processes simultaneously
Eligibility
- Minimum 15 years of experience in International BPO Operations.
- Mandatory experience handling International Voice Processes.
- Experience managing teams of 100+ employees preferred.
- Prior experience working with US, UK, or Australian clients.
- Strong exposure to Operations Management, Client Handling, Quality, and Business Delivery.
- Technical Support process experience (Printers/Antivirus/Software) will be preferred.
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