Walk-in | Assistant Manager

Radical Minds; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Radical Minds is seeking an Assistant Manager – Operations (BPO) to oversee day-to-day operations, develop Team Leaders, and drive performance to meet client and organizational goals.

You will monitor KPIs such as SLA, AHT, CSAT, and Quality, while guiding teams through performance reviews and targeted improvement plans. The role requires collaboration with WFM, Quality, Training, and HR to maintain stable, efficient operations.

Qualifications

• Experience in managing day-to-day BPO operations.
• Strong leadership of multiple teams/Team Leaders.
• Knowledge of KPIs like SLA, AHT, CSAT, Quality, Productivity, FCR, Attendance, Adherence, Attrition.

Responsibilities

• Manage multiple teams/Team Leaders to meet operational targets and KPIs.
• Drive metrics including SLA, AHT, CSAT, Quality, Productivity, FCR, Attendance, Adherence, and Attrition.
• Monitor daily/weekly/monthly dashboards and flag performance gaps.
• Conduct regular performance reviews with Team Leaders and create corrective action plans.
• Coach and mentor Team Leaders to improve people-management and operations.
• Handle critical customer and operational escalations with timely resolutions.
• Collaborate with WFM, Quality, Training, HR, and other teams for smooth operations.
• Carry out RCA for recurring issues in performance, quality, and processes.
• Lead process improvements and productivity initiatives to boost efficiency.
• Ensure adherence to SOPs, client guidelines, and company policies.
• Track staffing, absenteeism, shrinkage, and attrition with WFM/HR.

Skills

Team Leadership

People Management

BPO Operations

Performance Management

Stakeholder Communication

WFM Collaboration

Quality & Process

Tools

MS Excel

Dashboard Tools

Job description

Roles & Responsibilities Assistant Manager – Operations (BPO)

The Assistant Manager – Operations will be responsible for managing day-to-day BPO operations, driving business performance, developing Team Leaders, and ensuring consistent achievement of client and organizational objectives.

Key Responsibilities:

• Manage and oversee multiple teams/Team Leaders to ensure achievement of operational targets and business KPIs.
• Drive key metrics including SLA, AHT, CSAT, Quality, Productivity, FCR, Attendance, Adherence, and Attrition.
• Monitor daily, weekly, and monthly performance dashboards and identify performance gaps and improvement opportunities.
• Conduct regular performance reviews with Team Leaders and establish measurable action plans for underperforming teams.
• Provide leadership, coaching, and mentoring to Team Leaders to improve their people-management and operational capabilities.
• Handle critical customer and operational escalations, ensuring timely resolution and appropriate communication with stakeholders.
• Collaborate with WFM, Quality, Training, HR, and other support functions to ensure smooth and efficient operations.
• Analyze operational data and conduct RCA (Root Cause Analysis) for recurring performance, quality, customer, and process-related issues.
• Drive process improvement and productivity initiatives to improve operational efficiency and customer experience.
• Ensure adherence to SOPs, client guidelines, compliance requirements, and company policies.
• Monitor staffing, absenteeism, shrinkage, and attrition and work with WFM/HR to maintain operational stability.
• Review and approve performance improvement plans and ensure effective follow-up on corrective actions.
• Prepare and present MIS, business reviews, dashboards, and performance updates to senior management/client stakeholders.
• Support new process transitions, ramp-ups, and business expansions as required.
• Identify high-performing employees and develop a strong leadership pipeline within the operation.
• Ensure effective communication of business updates, process changes, targets, and client expectations across the teams.
• Promote a performance-driven, customer-focused, and employee-engaging work culture.