Assistant Operations Manager

2 days ago

Coimbatore, India mPokket Full time

Job Title: Assistant Manager - Operations

Job Summary:

The Assistant Manager of Operations plays a key role in ensuring the smooth and efficient

functioning of operations within the organisation. They are responsible for supporting the

Operations Manager in overseeing daily activities, managing teams, and implementing

strategies to improve productivity and performance.

Key Responsibilities:

1. Team Leadership and Management:

o Assist the Operations Manager in supervising and leading a team of

supervisors, team leaders, and agents.

o Provide guidance, support, and coaching to team members to ensure they meet

performance targets and adhere to company policies and procedures.

o Coordinate team activities, including scheduling, training, and performance

evaluations.

2. Operational Efficiency:

o Work closely with the Operations Manager sto develop and implement

strategies to optimize operational efficiency and effectiveness.

o Monitor and analyze key performance metrics, such as productivity, quality,

and customer satisfaction, to identify areas for improvement.

o Implement process improvements and best practices to streamline workflows

and enhance overall productivity.

3. Quality Assurance:

o Oversee quality assurance initiatives to ensure that operations meet or exceed

established quality standards.

o Conduct regular audits and evaluations to assess the accuracy and

effectiveness of processes and procedures.

o Implement corrective actions and training programs to address performance

gaps and improve overall quality.

4. Reporting and Analysis:

o Prepare and present regular reports and analysis on key operational metrics

and performance trends.

o Identify opportunities for cost reduction, revenue enhancement, and process

optimization based on data-driven insights.

o Work with cross-functional teams to develop and implement strategic

initiatives to achieve operational objectives.

Qualifications:

• Bachelor's degree in Business Administration, Management, or related field

(preferred).

• Previous experience in a leadership role within a BPO or similar industry.

• Strong leadership, communication, and interpersonal skills.

• Proven ability to effectively manage teams and drive performance.

• Excellent analytical and problem-solving abilities.

• Proficiency in MS Office applications and data analysis tools.

• Knowledge of BPO industry standards, regulations, and best practices.

Additional Requirements:

• Willingness to work flexible hours, including weekends and holidays, as required.

• Ability to thrive in a fast-paced and dynamic environment.

• Strong commitment to teamwork, collaboration, and continuous improvement.

  • • Ability to prioritize tasks and manage time effectively to meet deadlines.

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