Assistant Manager

3 days ago

Mohali, India Apex One Full time

Job Title: Assistant Manager – International Process | BPO

Company:
 Client

Location:
 Pune/Bangalore

Experience:
 Minimum 5+ years (with at least 2 years as Assistant Manager/Team Lead – on paper)

Team Size Managed:
 15–20 FTEs

Industry Preference:
 International BPO/Service Delivery

Role Overview

Client is looking for an experienced 
Team Lead
 with strong people management and service delivery skills to lead a high-performing team of Process Associates. The ideal candidate must have prior experience in managing international processes and will be responsible for ensuring operational excellence, customer satisfaction, and team development.

Key Responsibilities

  • Lead and manage a team of 
    15–20 FTEs
    , driving consistent performance and productivity.
  • Understand operational requirements and implement best practices for efficiency and quality.
  • Design, execute, and monitor new processes, tools, and workflows for service delivery.
  • Foster a team culture that emphasizes accountability, collaboration, and excellent customer service.
  • Motivate, mentor, and coach team members to meet business goals and maintain high standards.
  • Monitor team performance, conduct reviews, and implement corrective action plans when needed.
  • Prepare and analyze 
    MIS reports
     for leadership review.
  • Interact with customers, resolve queries, and manage escalations effectively.
  • Coordinate and supervise day-to-day team operations.
  • Respond to written/electronic correspondence in a timely and professional manner.

Requirements

  • Minimum 
    2 years of experience as Assistant Manager/Team Leader (on paper)
     in an international process.
  • Proven track record in managing teams of 
    15–20 FTEs
    .
  • Strong 
    people management and service delivery
     expertise.
  • Excellent communication skills (verbal & written) with international exposure.
  • Strong problem-solving, analytical, and decision-making skills.
  • Experience in preparing and analyzing 
    MIS reports
    .
  • Ability to thrive in a fast-paced, customer-focused environment.

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