Assistant Operations Manager

TP; Mohali; On-site; INR 650,000 - 900,000; Full time

Job summary

TP, Mohali, is hiring an Assistant Operations Manager to oversee the international chat-based support for our e-commerce process. You will lead day-to-day operations, drive CSAT, AHT, quality, productivity and SLA metrics, and coach a team to achieve targets.

Role requires strong communication, stakeholder management, and the ability to work in rotational shifts. You will collaborate with cross-functional teams to ensure seamless service delivery and a customer-centric, performance-driven

Qualifications

• Experience in International BPO / E-Commerce / Chat Operations.
• Proven track record in a Team Lead / Assistant Manager role.
• Excellent communication and stakeholder-management abilities.

Responsibilities

• Lead day-to-day operations for an international chat-based process.
• Drive CSAT, AHT, Quality, Productivity & SLA metrics.
• Coach and motivate team members to hit targets.
• Ensure adherence to process, quality and compliance guidelines.
• Identify gaps and implement corrective action plans.
• Collaborate with cross-functional teams for seamless service.
• Foster a customer-centric, performance-driven culture.

Skills

Team leadership

Operations management

Analytical thinking

Stakeholder management

Communication skills

Job description

We're Hiring || Assistant Operations Manager

• Process: International Quick E-Commerce | Chat Process
• Working Days: 5 Days
• Week Offs: 2 Days
• Shifts: Rotational

Key Responsibilities:

• Lead and manage day-to-day operations for an international chat-based process
• Drive key operational metrics such as CSAT, AHT, Quality, Productivity & SLA
• Manage, coach, and motivate team members to achieve business targets
• Ensure adherence to process, quality, and compliance guidelines
• Identify operational gaps and implement effective action plans
• Collaborate with cross-functional teams to ensure seamless service delivery
• Build a strong customer-centric and performance-driven culture

What We're Looking For:

• Strong experience in International BPO / E-Commerce / Chat Operations
• Proven experience in a Team Lead / Assistant Manager / equivalent operations role
• Excellent communication and stakeholder-management skills
• Strong analytical and problem-solving abilities
• Ability to work in rotational shifts
• Strong people-management and performance-management skills