Urgent Assistant Operations Manager

Position:

Assistant Manager- Operations||BFSI Mandate
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 1+ 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 BFSI is highly preferred.
Experience in

managing multiple shifts

and handling

high-performance teams .
Expertise in

process improvements, automation, and operational efficiency strategies .
6 Days Working 24*7

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 at - 7042379178