Assistant Manager BPO

r3 Consultant; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading BPO service provider in Maharashtra is seeking an experienced Assistant Manager to lead a team of 50+ associates. In this role, you will oversee daily operations, ensuring teams meet speed and accuracy SLAs. Ideal candidates should have 5-7 years of experience, including 2 years as a Team Leader, and possess excellent communication skills, along with proficiency in MS Office. This position offers a dynamic opportunity to drive customer service excellence and implement process improvements.

Qualifications

• Minimum 5 to 7 years of experience with 2 years experience as Team Leader.
• Good knowledge of MS Excel, Power Point and Word.
• Process Transition Experience will be an added advantage.

Responsibilities

• Manage day-to-day planning to ensure speed and accuracy within agreed SLAs.
• Conduct calculations for staffing requirements quarterly.
• Handle customer complaints and escalations efficiently.

Skills

Leadership

Effective communication

Process improvement

Quality management

Customer service

Education

Bachelor’s degree – any stream

Tools

MS Excel

Power Point

Word

Job description

Assistant Manager BPO – r3 Consultant

Join to apply for the Assistant Manager BPO role at r3 Consultant.

Basic Purpose

The team leader will manage the people, processes, and stakeholders for a given process. Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy).

Essential Functions

• Ability to lead team size of 50+ associates.
• Ability to listen and communicate effectively.
• Should be able to direct team’s effort to meet the set process SLAs consistently.
• Basic understanding of Quality concepts like Lean & waste identification
• Ensure relevant processes are followed on the operational floor.
• Conduct calculations to determine the staffing requirements every quarter. This calculation should be shared with the Managers.
• Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks.
• Manage and optimize workflows (pipeline and individual work queues) through appropriate.
• Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations.
• Identify, facilitate, and implement process improvement initiatives to improve efficiency.
• Measure and review the Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline.
• Handle customer complaints and escalations efficiently.
• Manage team absenteeism, attrition, attendance, breaks and conduct.
• Drive Customer Service positively and motivate team members to provide great customer service.

Reporting Relationships

Associate & Senior Associates

Qualifications

• Minimum 5 to 7 years of experience with 2 years experience as Team Leader
• Bachelor’s degree – any stream.
• Process Transition Experience will be an added advantage.
• Should have good knowledge of MS Excel, Power Point and Word.
• Excellent communication skills.