Technotask Business Solutions - Assistant Manager - BPO Operations

Description:

Key Responsibilities:

Operations Management

- Monitor team performance through KPIs such as AHT, CSAT, TAT, and Accuracy.

- Allocate resources effectively to meet client and business requirements.

- Ensure consistent delivery of service excellence through continuous monitoring and feedback.

- Handle escalations efficiently and provide prompt resolutions to client and customer issues.

Team Leadership & Development

- Identify skill gaps and coordinate with training teams for upskilling and process enhancement.

- Foster a culture of accountability, collaboration, and continuous learning.

Process Improvement & Quality

- Collaborate with the Quality and Training teams to ensure compliance with process standards.

- Implement Lean, Six Sigma, or Kaizen initiatives to optimize workflows and reduce errors.

- Track, review, and report performance metrics, highlighting insights and improvement areas.

Client & Stakeholder Management

- Attend client meetings, present operational performance reports, and discuss improvement plans.

- Ensure alignment between client expectations and operational execution.

- Support business transitions, migrations, and new process rollouts.

Reporting & Compliance

- Ensure all compliance and audit requirements are met per organizational and client guidelines.

- Monitor adherence to company policies, information security standards, and data confidentiality norms.

- Escalate risks proactively and support mitigation planning.

Required Skills & Competencies:

- Strong people management and team handling experience.

- Good understanding of operations metrics such as SLAs, KPIs, and performance dashboards.

- Proficient in MS Excel, reporting tools, and workflow management systems.

- Excellent communication, interpersonal, and analytical skills.

- Ability to work under pressure, manage multiple priorities, and meet tight deadlines.

- Exposure to quality frameworks like Lean Six Sigma is an advantage