Assistant Manager - BPO

Writer Corporation; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Writer Corporation in Bengaluru seeks an experienced BPO Operations Manager to oversee day‑to‑day contact center activities and drive performance. You will lead a team, optimize scheduling with Workforce Management, and implement process improvements to enhance efficiency, quality, and customer satisfaction.

You will also collaborate with cross‑functional teams, ensure policy compliance, and mentor staff to meet targets across KPIs while fostering a culture of continuous improvement.

Qualifications

• 3-5 years of experience in BPO or call center operations management.
• Proven track record in leading teams to hit KPIs (AHT, shrinkage, attrition, etc.).
• Strong knowledge of contact center operations and scheduling software (e.g., Workforce Management).
• Excellent communication skills and ability to collaborate with stakeholders at all levels.

Responsibilities

• Manage day-to-day operations of the contact center to handle customer queries efficiently.
• Oversee team performance, provide guidance to achieve targets.
• Develop and implement process improvements to boost productivity, quality and satisfaction.
• Collaborate with cross-functional teams to resolve issues and drive growth.
• Ensure compliance with company policies and regulatory requirements.

Skills

BPO Operations

Call Center Ops

Team Leadership

KPIs: AHT, Attrition

Communication Skills

Tools

Workforce Management

Job description

Roles and Responsibilities

• Manage day-to-day operations of the contact center, ensuring efficient handling of customer queries and issues.
  
• Oversee team performance, providing guidance and support to achieve targets and goals.
  
• Develop and implement process improvements to enhance productivity, quality, and customer satisfaction.
  
• Collaborate with cross-functional teams to resolve complex issues and drive business growth.
  
• Ensure compliance with company policies, procedures, and regulatory requirements.
  

Desired Candidate Profile

• 3-5 years of experience in BPO Operations or Call Center Operations management.
  
• Proven track record in managing teams effectively to meet KPIs such as AHT, Shrinkage, Attrition etc. .
  
• Strong understanding of Contact Center Operations including scheduling software (e.g. Workforce Management) .
  
• Excellent communication skills with ability to work closely with internal stakeholders at all levels.