Assistant Manager - Operations(Customer Service)

Paisabazaar; Hyderabad; On-site; INR 1,100,000 - 1,700,000; Full time

Job summary

Paisabazaar in Hyderabad, India is seeking an experienced Assistant Manager Operations to lead a large contact center team of 60–80 through Team Leaders. You will drive productivity, monitor KPIs, and ensure adherence to SLAs while maintaining high service quality.

This role requires strong data analysis, advanced Excel skills, and active stakeholder collaboration to identify gaps and implement improvements.

Qualifications

• Experience in managing large teams within a contact center or BPO voice process.
• Ability to manage 60–80 employees through Team Leaders.
• Excellent team-handling, leadership, coaching, and people-management skills.
• Strong knowledge of contact center operations, performance metrics, and workforce management.
• Excellent proficiency in MS Excel, data analysis, MIS reporting, and data management.
• Hands-on experience in managing attrition, shrinkage, productivity, and team performance.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication and stakeholder-management skills.
• Ability to work in a target-driven and fast-paced environment.

Responsibilities

• Team Management: Manage a team of 60–80 employees through Team Leaders, ensuring effective team performance and operational efficiency.
• Contact Center Operations: Oversee day-to-day voice process operations, ensuring adherence to business targets, quality standards, and SLAs.
• Performance Management: Monitor KPIs, productivity, quality, and overall team performance to achieve business objectives.
• Data Management & Reporting: Prepare, analyze, and maintain operational reports, dashboards, and MIS using advanced Excel skills.
• Attrition & Shrinkage Management: Monitor and control attrition and shrinkage while ensuring optimal workforce utilization and operational stability.
• Team Leader Management: Guide, coach, and review Team Leaders to improve team productivity, employee engagement, and performance.
• Process Improvement: Identify performance gaps, analyze root causes, and implement corrective actions to improve operational efficiency.
• Target Achievement: Ensure the timely achievement of assigned business targets and operational deliverables.
• Quality & Compliance: Maintain process quality, ensure policy adherence, and minimize operational errors.
• Stakeholder Management: Coordinate with internal stakeholders to resolve operational challenges and ensure smooth business functioning.

Skills

Team leadership

Contact center ops

Data analysis

Stakeholder mgmt

Performance metrics

Tools

MS Excel

Job description

Job Overview

We are looking for an experienced and result-oriented Assistant Manager Operations to manage a large team of 6080 employees, supported by Team Leaders reporting directly to the role. The ideal candidate must have strong experience in contact center voice process management, team leadership, operational performance, and data-driven decision-making.

The candidate will be responsible for driving team productivity, achieving business targets, managing operational metrics, and ensuring smooth day-to-day functioning of the contact center.

Key Responsibilities

• Team Management: Manage a team of 60–80 employees through Team Leaders, ensuring effective team performance and operational efficiency.
• Contact Center Operations: Oversee day-to-day voice process operations, ensuring adherence to business targets, quality standards, and service-level agreements (SLAs).
• Performance Management: Monitor key performance indicators (KPIs), productivity, quality, and overall team performance to achieve business objectives.
• Data Management & Reporting: Prepare, analyze, and maintain operational reports, dashboards, and MIS using advanced Excel skills.
• Attrition & Shrinkage Management: Monitor and control attrition and shrinkage while ensuring optimal workforce utilization and operational stability.
• Team Leader Management: Guide, coach, and review Team Leaders to improve team productivity, employee engagement, and performance.
• Process Improvement: Identify performance gaps, analyze root causes, and implement corrective actions to improve operational efficiency.
• Target Achievement: Ensure the timely achievement of assigned business targets and operational deliverables.
• Quality & Compliance: Maintain process quality, ensure policy adherence, and minimize operational errors.
• Stakeholder Management: Coordinate with internal stakeholders to resolve operational challenges and ensure smooth business functioning.

Required Skills & Qualifications

• Strong experience in managing large teams within a contact center or BPO voice process.
• Proven ability to manage 60–80 employees through Team Leaders.
• Excellent team-handling, leadership, coaching, and people-management skills.
• Strong knowledge of contact center operations, performance metrics, and workforce management.
• Excellent proficiency in MS Excel, data analysis, MIS reporting, and data management.
• Hands-on experience in managing attrition, shrinkage, productivity, and team performance.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication and stakeholder-management skills.
• Ability to work in a target-driven and fast-paced environment.

Mandatory Language Requirements

Candidates must be fluent in all three languages:

• Telugu
• Kannada
• Tamil