Assistant Manager - Operations (Spanish)

Firstcreditonline; Pune District; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

First Credit Services is seeking a seasoned Assistant Manager – Operations to lead large-scale contact center operations in Pune. The role requires strong people leadership, service delivery excellence, and the ability to manage high-volume customer interactions while meeting quality, productivity, and customer satisfaction benchmarks.

The ideal candidate has 5+ years in customer service operations, 2+ years in people management, and experience in BPO/KPO or shared services.

Qualifications

• Minimum 5+ years in Customer Service Operations.
• At least 2+ years in a people management role (Assistant Manager).
• Experience in BPO/KPO, captive, or shared services environment.
• Exposure to BFSI, Telecom, E-commerce, or US/UK processes preferred.

Responsabilités

• Manage end-to-end customer service operations across voice processes.
• Lead and mentor large teams (200+ FTEs) including Team Leaders, Assistant Managers, and SMEs.
• Drive CSAT, NPS, AHT, FCR, productivity, and shrinkage metrics.
• Ensure adherence to SLAs, quality standards, and compliance requirements.
• Partner with Quality, Training, WFM, and Support teams to improve agent performance.
• Analyze MIS, dashboards, and customer insights to identify trends and actions.
• Conduct regular performance reviews with internal leadership and external stakeholders.
• Drive continuous improvement initiatives and automation across operations.
• Support transition, stabilization, and scaling of new processes.
• Demonstrate strong customer service / contact center operations experience.

Connaissances

Customer service

People management

Stakeholder management

Team leadership

Outils

MIS dashboards

Description du poste

Assistant Manager - Operations (Spanish)

2-5 years

Pune

Full-Time

First Credit Services

Position: Assistant Manager – Operations

Overall Experience: 5+ Years

Work Location: Pune, Kharadi

Job Summary

First Credit Services is seeking a seasoned Assistant Manager – Customer Service to lead large-scale contact

center operations. The role requires strong people leadership, service delivery excellence, and the ability to

manage high-volume customer interactions while meeting quality, productivity, and customer satisfaction benchmarks.

Key Responsibilities

• - Manage end-to-end customer service operations across voice processes


• - Lead and mentor large teams (200+ FTEs) including Team Leaders, Assistant Managers, and SMEs


• - Drive key service metrics such as CSAT, NPS, AHT, FCR, productivity, and shrinkage


• - Ensure adherence to SLAs, quality standards, and compliance requirements


• - Partner with Quality, Training, WFM, and Support teams to improve agent performance and service outcomes


• - Analyze MIS, dashboards, and customer insights to identify trends and implement corrective actions


• - Conduct regular performance reviews with internal leadership and external stakeholders


• - Drive continuous improvement initiatives, automation, and best practices across operations


• - Support transition, stabilization, and scaling of new processes


• - Strong background in customer service / contact center operations


• - Proven capability in managing large, multi-layered teams


• - Excellent stakeholder management, communication, and presentation skills


• - Ability to drive operational efficiency while maintaining customer experience

Eligibility Criteria

• - Minimum 5+ years of experience in Customer Service Operations


• - At least 2+ years in a people management role (Assistant Manager)


• - Experience in BPO/KPO, captive, or shared services environment


• - Exposure to BFSI, Telecom, E-commerce, or US/UK customer service processes preferred

Why Join First Credit Services?

Opportunity to lead large-scale customer service operations in a stable and growing organization, offering competitive compensation and long-term career growth.