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Foundever - Assistant Manager - Operations - Telecom Vertical

FoundeverMumbai, India

3 days ago

Job description

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 :

8-11 years of total experience with at least 1 year as Assistant Manager (designation on paper).

Background in international voice processes; international telecom experience preferred.

Strong people management and leadership skills.

Excellent communication skills (C1 level proficiency).

Proven ability to manage multiple KPIs and deliver operational excellence.

(ref : iimjobs.com)

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Operation Manager • Mumbai, India