Assistant Operations Manager

We are looking for a proactive and result-driven Assistant Manager – Operations to support and manage day-to-day operational activities. The ideal candidate should have strong people management skills, cross-functional expertise, and the ability to work in a fast-paced environment while ensuring smooth delivery aligned with business goals and SLAs.

Key Responsibilities

• Manage day-to-day operational activities and ensure smooth workflow execution.
• Monitor team productivity, quality, attendance, and SLA adherence.
• Allocate tasks, manage workforce planning, and ensure optimum resource utilization.
• Identify bottlenecks and implement corrective and preventive action plans.
• Support process improvements, documentation updates, and operational efficiency initiatives.
• Handle escalations professionally and ensure timely resolution.
• Prepare daily/weekly operational reports, MIS, and performance dashboards.
• Assist in hiring support, onboarding, training, and team engagement activities.
• Ensure compliance with company policies, client requirements, and internal SOPs.

Cross-Functional Expertise

• Work closely with HR for staffing, onboarding, attendance tracking, and employee engagement.
• Coordinate with IT for system access, tools, device readiness, and operational support.
• Partner with Finance/Payroll teams to validate attendance, shift mapping, and payroll accuracy.
• Communicate with internal/external stakeholders to ensure smooth coordination and delivery.

Required Skills

• Strong communication and stakeholder management skills
• Good team handling and coordination capabilities
• Strong cross-functional collaboration skills
• Expertise in operational reporting and data analysis
• Proficiency in MS Excel / Google Sheets
• Problem-solving and decision-making mindset
• Ability to work under pressure with time-bound deliverables
• Willingness to work in rotational shifts.

Qualifications & Experience

• Bachelor’s degree in any discipline (MBA preferred)
• 6–8 years of experience in BPO Operations / Service Delivery / Team Management
• Experience handling teams and process execution is mandatory
• Immediate joiners / short-notice candidates will be prioritized

Preferred Candidate Profile

• Strong experience in BPO operations and service delivery management
• Experience in service delivery/operations management
• Exposure to KPI tracking, workforce planning, and process improvement
• Ability to manage multiple stakeholders and operational priorities