Assistant Operations Manager

Firstsource 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

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Contact details

Reena Baldota

Email-reena.baldota@firstsource.com