Assistant Manager

Shining Stars Institution & travels; Bengaluru; On-site; INR 600,000 - 950,000; Full time

Job summary

Shining Stars Institution & travels in Bengaluru invites a capable Assistant Manager- Operations to lead a regional customer-support team in an international BPO. You will oversee attendance, performance, and process adherence in a 24/7 rotating shift model.

You will drive KPIs such as AHT, CSAT, NPS, and SLA compliance, coach team members, and prepare regular performance reports for senior management. Strong English communication and dashboard reporting skills are essential.

Qualifications

• Minimum 1–3 years of experience as a Team Leader in an international BPO voice or non-voice process.
• Exceptional verbal and written English communication skills.
• Willing to work in 24/7 rotating shifts, including US or UK night shifts.
• Strong knowledge of BPO metrics, Excel, and dashboard reporting.

Responsibilities

• Team Management: Monitor daily attendance, login hours, adherence, and general performance of team members.
• Metric Tracking: Drive KPIs such as AHT, CSAT, NPS, Attrition, and Shrinkage.
• Coaching & Development: Conduct regular one-on-one feedback sessions, performance appraisals, and training updates.
• SLA Compliance: Ensure the team meets client contract goals and SLAs.
• Escalation Handling: Resolve complex customer complaints or technical escalations that agents cannot fix.
• Reporting: Prepare daily, weekly, and monthly performance reports for senior management.

Skills

Team management

KPI tracking

Coaching

SLA compliance

Escalation handling

Reporting

Tools

Excel

Dashboard reporting

Job description

Process: International BPO

Designation: Assistant Manager- Operations

Key Responsibilities:

• Team Management: Monitor daily attendance, login hours, adherence, and general performance of team

members.

• Metric Tracking: Drive key performance indicators (KPIs) such as AHT (Average Handling Time), CSAT (Customer Satisfaction), NPS (Net Promoter Score), Attrition, and Shrinkage.

• Coaching & Development: Conduct regular one-on-one feedback sessions, performance appraisals, and training updates.
• SLA Compliance: Ensure the team meets client contract goals and service level agreements (SLAs).
• Escalation Handling: Resolve complex customer complaints or technical escalations that agents cannot fix.
• Reporting: Prepare daily, weekly, and monthly performance reports for senior management.

Requirements & Qualifications:

• Experience: Minimum 1 to 3 years of experience as a Team Leader in an international BPO voice or non-voice process.
• Communication Skills: Exceptional verbal and written English communication skills.
• Shift Flexibility: Readiness to work in 24/7 rotating shifts, including US or UK night shifts.
• Analytical Skills: Strong knowledge of BPO metrics, Excel, and dashboard reporting.