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Assistant Operations Manager
4 weeks ago
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our
website
Job location :Hyderabad
Position :
Assistant Manager-Operations
Division : Customer Service
Role & Responsibilities:
- 5 years of experience in Operations Management as a Team Leader or minimum 1 year experience as an Assistant Manager for customer service sales process(cross selling, upselling selling)
- Proven track record of successfully managing teams, processes and projects.
Roles & Responsibilities
- Assist in managing and coordinating daily operational activities to ensure the smooth functioning of the department.
- Provide leadership and guidance to operations staff, helping them meet performance targets and objectives.
- Contribute to the assessment and enhancement of operational processes to improve efficiency, quality, and cost-effectiveness.
- Support the implementation and maintenance of quality control measures to ensure our products/services consistently meet or exceed client expectations.
- Assist in developing and maintaining key performance indicators (KPIs) to measure and report on operational efficiency and effectiveness.
- Contribute to resource allocation and management, including staffing, equipment, and materials, within budget constraints.
- Ensure that all operations adhere to industry regulations, safety standards, and legal requirements.
- Identify training needs and support the professional growth of team members.
- Assist in maintaining strong client relationships, addressing their needs and concerns in a timely and effective manner.
Expected/Key Results
- Fulfil contractual client obligations effectively.
- Meet both internal and client Service Level Agreements (SLAs)
- Achieve revenue targets by optimizing Full-Time Equivalent (FTE) delivery, staffing levels, and other strategies.
- Attain team retention targets to enhance employee satisfaction and continuity.
- Identify and implement process improvements to enhance operational efficiency.
- Minimize critical operational process escalations to improve service quality.
- Establish new client relationships and nurture existing client connections.
- Foster robust internal stakeholder relationships, as reflected in IVOC (Internal Voice of the Customer) and positive stakeholder feedback.
- Prioritize people's engagement and development, focusing on employee retention, professional growth, and succession planning within the Line of Business (LOB) or team.
- Collaborate with employees to create and execute individual development plans, aligning with their career aspirations and company objectives.
Preferred Educational Qualification
Graduation is a must
Disclaimer:
Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or email addresses.
Contact details
Ishika Agrawal
Email-
