
Operations Excellence Lead
24 hours ago
Business Process Management (BPM) specialists are in high demand, and Firstsource Solutions is looking for a seasoned professional to lead our operations team.
As an Assistant Operations Manager, you will be responsible for supervising and leading a group of Team Leads and associates to meet all Service Level Agreements (SLAs) relative to any and all functions in the Department.
The ideal candidate will have a minimum of 5 years of experience and currently work as an AM for Telecom processes. A graduate degree is required, and we welcome Diversity profiles only.
The role involves:
- Maintaining daily, weekly, and monthly production reports
- Driving customer experience metrics
- Meeting all key SLAs and Key Performance Indicators (KPIs)
- Coordinating activities of the department with the manager to include workflow monitoring, process improvement, training, reporting, and special projects
The successful candidate will possess good analytical and logical skills, knowledge of MS Office, team leading skills, mentoring and motivating skills, coaching and feedback skills, a positive attitude, flexibility to work in shifts, confidence, energy, and enthusiasm.
We follow 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.
Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across various verticals. Our clientele includes Fortune 500 and FTSE 100 companies.
Please note that this job description is subject to change based on business requirements.
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