Assistant Operations Manager

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 : Mumbai

Position : Assistant Manager / Manager-Operations

Experience : 7-10+ years of work experience with at least 4+ years in Operation for Telecom process mandatory and Looking for Diversity candidates.

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 Person;

Reena Baldota

Email id-reena.baldota@firstsource.com