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Assistant Operations Manager

FirstsourceHyderabad, Telangana, India

26 days ago

Job description

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website

Job location : Hyderabad

Position : Assistant Manager-Operations

Division : Customer Service

Role & Responsibilities :

5 years of experience in Operations Management as a Team Leader or minimum 1 year experience as an Assistant Manager for customer service sales process(cross selling, upselling selling)
Proven track record of successfully managing teams, processes and projects.

Roles & Responsibilities

Assist in managing and coordinating daily operational activities to ensure the smooth functioning of the department.

Provide leadership and guidance to operations staff, helping them meet performance targets and objectives.

Contribute to the assessment and enhancement of operational processes to improve efficiency, quality, and cost-effectiveness.

Support the implementation and maintenance of quality control measures to ensure our products / services consistently meet or exceed client expectations.

Assist in developing and maintaining key performance indicators (KPIs) to measure and report on operational efficiency and effectiveness.

Contribute to resource allocation and management, including staffing, equipment, and materials, within budget constraints.

Ensure that all operations adhere to industry regulations, safety standards, and legal requirements.

Identify training needs and support the professional growth of team members.

Assist in maintaining strong client relationships, addressing their needs and concerns in a timely and effective manner.

Expected / Key Results

Fulfil contractual client obligations effectively.

Meet both internal and client Service Level Agreements (SLAs)

Achieve revenue targets by optimizing Full-Time Equivalent (FTE) delivery, staffing levels, and other strategies.

Attain team retention targets to enhance employee satisfaction and continuity.

Identify and implement process improvements to enhance operational efficiency.

Minimize critical operational process escalations to improve service quality.

Establish new client relationships and nurture existing client connections.

Foster robust internal stakeholder relationships, as reflected in IVOC (Internal Voice of the Customer) and positive stakeholder feedback.

Prioritize people's engagement and development, focusing on employee retention, professional growth, and succession planning within the Line of Business (LOB) or team.

Collaborate with employees to create and execute individual development plans, aligning with their career aspirations and company objectives.

Preferred Educational Qualification

Graduation is a must

⚠️ 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

Ishika Agrawal

Email-

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Operation Manager • Hyderabad, Telangana, India

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