Assistant Manager (BPM)

Oliva Skin & Hair Clinics; Hyderabad; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Oliva Skin & Hair Clinics is seeking an Assistant Manager BPM to oversee day-to-day voice and non-voice processes. You will lead teams, monitor performance, ensure compliance, and drive operational efficiency to meet targets. Strong leadership, analytical abilities, and excellent communication are essential.

The role emphasizes coaching, data-driven improvements, and collaboration with internal teams to deliver high-quality customer service and robust process controls.

Qualifications

• Bachelor's degree in any discipline.
• Experience in BPM/BPO operations management.
• Experience in handling voice and non-voice processes preferred.

Responsibilities

• Oversee daily BPM operations for voice and non-voice processes.
• Monitor performance, productivity, and process efficiency to meet targets.
• Achieve daily, weekly, and monthly operational goals.
• Manage team rostering, attendance, and workforce planning.
• Support data management, lead allocation, and follow-up processes.
• Track metrics like answer percentage, contact ratio, and engagement.
• Drive initiatives and coaching to improve performance.
• Ensure SOPs, quality standards, and compliance.
• Conduct call audits, calibrations, and quality checks.
• Coordinate with internal stakeholders for seamless execution.
• Track issues and ensure timely resolution and closure.
• Prepare operational reports, MIS, and dashboards.
• Monitor attrition and implement engagement strategies.
• Support onboarding, training, and performance management.
• Aim for high customer satisfaction and continuous improvement.

Skills

Leadership

Communication

Analytical

Multitasking

BPM / BPO knowledge

MIS reporting

Education

Bachelor's degree

Job description

Job Summary

We are seeking a proactive and result-oriented Assistant Manager BPM to manage and oversee day-to-day operations of voice and non-voice business processes. The role involves team management, operational performance monitoring, process compliance, customer satisfaction, and driving operational efficiency. The ideal candidate should possess strong leadership, analytical, and communication skills with the ability to manage teams and achieve business targets effectively.

Key Responsibilities

• Oversee daily BPM operations and ensure smooth functioning of voice and non-voice processes.
• Monitor operational performance, productivity, and process efficiency to achieve business targets.
• Ensure daily, weekly, and monthly operational goals are achieved.
• Manage team rostering, attendance, and workforce planning.
• Ensure effective data management, lead allocation, and follow-up processes.
• Monitor performance metrics such as answer percentage, contact ratio, and customer engagement.
• Drive performance improvement initiatives and support team development through coaching and feedback.
• Ensure adherence to SOPs, quality standards, and operational compliance requirements.
• Conduct call audits, calibrations, and quality checks to maintain service standards.
• Coordinate with internal stakeholders and operational teams for seamless execution of activities.
• Track operational issues and ensure timely resolution and closure.
• Prepare and maintain operational reports, MIS, and performance dashboards.
• Monitor attrition trends and implement employee engagement and retention initiatives.
• Support onboarding, training, and performance management of new team members.
• Ensure high levels of customer satisfaction and continuous process improvement.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Good analytical and problem-solving skills.
• Ability to handle multiple operational priorities effectively.
• Strong understanding of BPM/BPO operations and quality processes.
• Proficiency in MIS reporting and operational tracking.

Qualification & Experience

• Bachelors degree in any discipline.
• Relevant experience in BPM/BPO operations management.
• Experience in handling voice and non-voice processes preferred.