Operations Assistant Manager

Startek (Aegis Customer Support Services Pvt. Ltd.); Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Free Transportation (2-way cab)

Job summary

STARTEK welcomes experienced professionals for the role of Assistant Manager in Bengaluru. The role involves leading operations for international voice, non-voice, and blended processes, driving performance and delivering excellence.

You will manage teams, monitor KPIs, and conduct governance calls with clients to ensure SLAs are met. A strong focus on engagement, coaching, and process improvement is essential for success.

Qualifications

• Minimum 4–8 years of experience in BPO Operations (International Process mandatory).
• 2–3 years of team handling experience (TLs/Team size management).
• Strong knowledge of operational metrics and workforce management.
• Experience with US/UK/Australian clients.

Responsibilities

• Manage end-to-end operations for international voice/non-voice/blended processes.
• Lead Team Leaders and front-line teams to achieve KPIs (AHT, CSAT, FCR, Productivity, Quality, TAT).
• Ensure SLA and client performance metrics are consistently met.
• Drive daily performance reviews and action plans.
• Conduct team huddles, coaching sessions, and performance feedback.
• Handle client governance calls and stakeholder communication.
• Monitor attendance, shrinkage, and workforce utilization.
• Identify process gaps and implement improvement initiatives.
• Ensure compliance with company policies and client guidelines.
• Drive employee engagement and retention initiatives.

Skills

Team leadership

Communication

Analytical skills

Decision making

Education

12th Std. (No backlogs)

Graduation preferred

Tools

Six Sigma/Lean certification

Job description

STARTEK welcomes experienced professionals for the role of Assistant Manager

Lead Operations. Drive Performance. Deliver Excellence.!!

5 days working Rotational Shifts and Rotational Weekoffs

Location - Bengaluru

About US -

Our associates are central to our mission of combining people, technology, and data to deliver customer experience excellence for leading brands. As a global CX solutions provider with 38,000 people in 12 countries, our teams come from many different backgrounds with rich and varied experiences. Our Values unite us, creating a shared set of behaviors that are common to all associates across Startek regardless of region or role. Our Values work together to guide our decision-making and shape the experience of our associates, our clients, and our shareholders.

Job Description -

• Manage end-to-end operations for international voice/non-voice/blended processes
• Lead Team Leaders and front-line teams to achieve KPIs (AHT, CSAT, FCR, Productivity, Quality, TAT)
• Ensure SLA and client performance metrics are consistently met
• Drive daily performance reviews and action plans
• Conduct team huddles, coaching sessions, and performance feedback
• Handle client governance calls and stakeholder communication
• Monitor attendance,shrinkage, and workforce utilization
• Identify process gaps and implement improvement initiatives
• Ensure compliance with company policies and client guidelines
• Drive employee engagement and retention initiatives

Eligibility Criteria -

• Minimum Educational Qualification 12th Std.(No Backlogs),Graduation will be preferred.
• Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
• 4- 8 years of experience in BPO Operations (International Process mandatory)
• Minimum 2 -3 years of team handling experience (TLs/Team size management)
• Strong knowledge of operational metrics and workforce management
• Experience in US/UK/Australian clients
• Exposure to client-facing governance calls
• Six Sigma/Lean certification (added advantage)
• Ability to work under pressure and manage multiple tasks simultaneously.
• Knowledge of the industrys best practices and trends for team management.
• Excellent communication, interpersonal and problem-solving skills.
• Strong leadership and organizational skills.
• Excellent analytical and decision-making acumen.

Interview Process –

• HR Screening
• Operations Round
• Salary discussion

Benefits –

• Free Transportation (2-way cab provided round the clock)