Foundever - Assistant Manager - Operations - Telecom Vertical

Assistant Manager - Operations

Location - Mumbai

YOE : 8-11 years

About the Role :

We are looking for an experienced Assistant Manager - Operations to lead and manage international voice or blended processes within our telecom vertical. This role is an excellent opportunity for a strong people manager with proven expertise in driving operational excellence, delivering on SLAs, and enhancing customer experience.

Key Responsibilities

• Lead and manage teams in international voice / blended processes.
• Ensure operational metrics are achieved, including attrition, shrinkage, AHT, CSAT, SLA, BQM, ACW, ASA, FCR, schedule adherence, MBR, and QBR.
• Drive employee engagement through NPS and eNPS initiatives.
• Provide C1-level communication support to manage client interactions effectively.
• Oversee daily operations, ensuring high levels of performance and quality.
• Mentor and guide team members to build capability and deliver consistent results.

What We're Looking For :

(ref : iimjobs.com)