Foundever - Assistant Manager - Operations - Telecom Vertical

Assistant Manager - Operations

Location - Mumbai

YOE: 8-11 years

About the Role:

We are looking for an experienced Assistant Manager - Operations to lead and manage international voice or blended processes within our telecom vertical. This role is an excellent opportunity for a strong people manager with proven expertise in driving operational excellence, delivering on SLAs, and enhancing customer experience.

Key Responsibilities

- Lead and manage teams in international voice/blended processes.

- Ensure operational metrics are achieved, including attrition, shrinkage, AHT, CSAT, SLA, BQM, ACW, ASA, FCR, schedule adherence, MBR, and QBR.

- Drive employee engagement through NPS and eNPS initiatives.

- Provide C1-level communication support to manage client interactions effectively.

- Oversee daily operations, ensuring high levels of performance and quality.

- Mentor and guide team members to build capability and deliver consistent results.

What We're Looking For:

- 8-11 years of total experience with at least 1 year as Assistant Manager (designation on paper).

- Background in international voice processes; international telecom experience preferred.

- Strong people management and leadership skills.

- Excellent communication skills (C1 level proficiency).

- Proven ability to manage multiple KPIs and deliver operational excellence.