Assistant Manager For a Bpo

Grandeur Recruitment Consultants; Indore District, Bengaluru, Delhi; On-site; INR 180,000 - 240,000; Full time

Job summary

Grandeur Recruitment Consultants is seeking a seasoned BPO Manager to lead teams handling international voice and non-voice processes. You will drive SLA/KPI performance, ensuring metrics like AHT, FCR, and CSAT meet client expectations.

You will mentor Team Leaders and Assistant Managers, shaping performance, coaching talent, and optimizing operations across rotating US shifts. The role demands 1–10+ years in BPO with a strong managerial track record in a dynamic, global environment.

Qualifications

• 1 to 10+ years in the BPO sector; at least 4–5 years in a core managerial role handling international voice or non-voice processes.
• Flexibility to work in rotating US shifts.

Responsibilities

• SLA & KPI management: track and meet client metrics such as AHT, FCR, CSAT.
• Guide, mentor and evaluate Team Leaders and Assistant Managers.

Skills

People leadership

Team management

Job description

Responsibilities

• SLA & KPI Management: Track and meet client metrics, including Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT)
• People Leadership: Guide, mentor, and evaluate Team Leaders (TLs) and Assistant Managers (AMs)

Required Candidate profile

1 to 10+ years of total experience in the BPO sector, with at least 4-5 years in a core managerial role handling international voice or non-voice processes. Flexibility to work in rotating & US shifts