Technotask Business Solutions - Assistant Manager - BPO Operations
TECHNOTASK BUSINESS SOLUTIONS PRIVATE LIMITEDBhopal, India15 days ago
Job descriptionIdentify skill gaps and coordinate with training teams for upskilling and process enhancement. Foster a culture of accountability, collaboration, and continuous learning. Analyze process bottlenecks and identify opportunities for automation or efficiency improvement. Collaborate with the Quality and Training teams to ensure compliance with process standards. Implement Lean, Six Sigma, or Kaizen initiatives to optimize workflows and reduce errors. Track, review, and report performance metrics, highlighting insights and improvement areas. Attend client meetings, present operational performance reports, and discuss improvement plans. Ensure alignment between client expectations and operational execution. Support business transitions, migrations, and new process rollouts. Ensure all compliance and audit requirements are met per organizational and client guidelines. Monitor adherence to company policies, information security standards, and data confidentiality norms. Escalate risks proactively and support mitigation planning. Strong people management and team handling experience. Good understanding of operations metrics such as SLAs, KPIs, and performance dashboards. Proficient in MS Excel, reporting tools, and workflow management systems. Excellent communication, interpersonal, and analytical skills. Ability to work under pressure, manage multiple priorities, and meet tight deadlines. Exposure to quality frameworks like Lean Six Sigma is an advantage
Supervise day-to-day operations and ensure adherence to process workflows, SLAs, and quality standards.
- Monitor team performance through KPIs such as AHT, CSAT, TAT, and Accuracy.
- Allocate resources effectively to meet client and business requirements.
- Ensure consistent delivery of service excellence through continuous monitoring and feedback.
- Handle escalations efficiently and provide prompt resolutions to client and customer issues.
Team Leadership & Conduct regular team huddles, performance reviews, and one-on-one discussions to drive engagement.
Process Improvement & Quality
Client & Stakeholder Act as a liaison between clients and internal teams to maintain seamless communication and service delivery.
Reporting & Prepare and maintain daily, weekly, and monthly operational dashboards.
Required Skills & 2-4 years of experience in BPO Operations, preferably in customer service, back-office, or voice / non-voice processes.
(ref : iimjobs.com)
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Assistant Manager • Bhopal, India
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