Assistant Manager- Operation

Position: Assistant Manager- Operations

Location: Gurgaon
Employment Type: Permanent
Job Type: Full-time

Profile Summary:

IGT Solutions is seeking a dynamic Assistant Manager - Operations to lead and optimize business operations in a Contact Center environment. This role is responsible for providing strategic and tactical direction to the team, ensuring operational excellence, and driving customer satisfaction through close engagement with leadership and clients. The ideal candidate will enhance team performance, manage key metrics, and drive business profitability while fostering a collaborative and people-friendly environment.

Primary Job Responsibilities:

• Act as a liaison between the client and the company, ensuring seamless operations and fostering strong client relationships.
• Oversee daily operations, ensuring adherence to SLAs, performance goals, and client satisfaction.
• Identify opportunities for operational improvements and implement strategies to enhance key performance metrics (AHT, CSAT, Quality, etc.).
• Manage team attrition by creating a motivating and employee-friendly work environment.
• Define and set performance targets across all levels (Assistant Managers, Team Leaders, Quality, and Agents).
• Design and present performance reviews to both the client and company leadership team.
• Ensure profitability and cost-effectiveness of the project.
• Facilitate site calibrations to ensure clarity, stability, and alignment across multiple locations.
• Monitor and manage team performance, providing coaching and performance improvement plans when necessary.
• Engage in regular stakeholder interactions to ensure business alignment and effective communication.
• Analyze statistical performance trends and devise actionable strategies for improvement.
• Conduct root cause analysis to identify performance gaps and implement corrective actions.

Education & Essential Experience:

• Graduate in any discipline.
• Minimum 2+ years of experience in a managerial role within a BPO/Contact Center environment.
• Strong analytical mindset, attention to detail, and problem-solving skills.
• Experience in staffing adherence, schedule management, and workforce optimization.
• Proven ability to lead and manage teams effectively in a dynamic and fast-paced environment.
• Experience with client engagement and stakeholder management.
• Exposure to P&L management is an added advantage.
• Strong communication (written and verbal) and interpersonal skills.

Personal Style & Key Competencies:

• Inspirational leader with the ability to motivate and mentor teams.
• Innovative mindset, with the ability to anticipate market trends and operational challenges.
• Strong decision-making ability backed by data and industry insights.
• Highly persuasive, detail-oriented, and strategic in approach.
• Adaptable to fast-paced and evolving environments.
• Committed to integrity, accountability, and delivering results.
• Sales-oriented mindset, with a focus on performance and revenue generation.

Preferred Candidate Profile:

• Prior experience in the content moderation is highly preferred.
• Experience in managing multiple shifts and handling high-performance teams.
• Expertise in process improvements, automation, and operational efficiency strategies.

Perks & Benefits:

• Competitive salary with performance-based incentives.
• Health & wellness programs to support work-life balance.
• Career advancement opportunities within a rapidly growing organization.
• Comprehensive learning & development programs to enhance skill sets.
• A dynamic and inclusive work culture that fosters growth and collaboration.

Interested candidate can share their cv