Assistant Operations Manager
FirstsourceMohali, Punjab, IndiaFirstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies
Job Title : Assistant Manager - Operations (Telecom Chat experience)
Job location : Mumbai
Experience : Min 5 years of experience and currently working as AM for Telecom process.
Education : Graduate Must
Looking for Diversity profiles only
Role & Responsibilities :
Supervise and lead a group of Team Leads and associates to meet all SLA’s relative to any and all functions in the Department
Maintain daily, weekly and monthly production reports
Drive customer experience metrics
Meet all key SLAs and KPIs
Coordinate activities of the department with the manager to include workflow monitoring, process improvement, training, reporting and special projects
Provide recommendations for strategies and process improvements to add value to teams and clients
Coordinate with other internal support teams to ensure seamless production by the operations team
Knowledge and Skills
Good Analytical and Logical Skills
Good knowledge of MS Office
Team Leading Skills
Mentoring and motivating skills.
Coaching and feedback skills.
Positive attitude
Flexibility to work in shifts
Confident
Energetic and Enthusiastic
⚠️ Disclaimer : Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses
Contact details
Reena Baldota
Email-reena.baldota@firstsource.com
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