Assistant Operations Manager - International Process

Job Overview

We are looking for an Assistant Operations Manager to join our team in Ghansoli, Navi Mumbai. The role involves managing and mentoring teams within an international business process outsourcing (BPO) context to meet key performance indicators (KPIs) and service level agreements (SLAs).

Work Schedule

• Rotational shifts
• Five working days per week with two rotational weekly offs
• Immediate joiners are preferred

Key Responsibilities

• Lead and coach team members to ensure consistent achievement of KPIs and SLAs
• Monitor and drive performance in areas including quality, productivity, customer satisfaction (CSAT), and compliance
• Manage escalations efficiently, ensuring prompt resolution
• Organize team huddles, conduct coaching sessions, and perform regular performance reviews
• Ensure strict adherence to process guidelines and comply with regulatory requirements
• Compile and present performance reports on a daily and weekly basis

Candidate Profile

• Prior experience in customer support operations
• Proven ability in managing and leading teams effectively
• Strong communication and stakeholder relationship skills
• Analytical thinking coupled with problem-solving capabilities
• Capacity to thrive in a fast-paced, target-oriented environment

About the Company

Teleperformance is a leading global provider of digital business services, delivering advanced solutions to enable top global brands to optimize their operations sustainably and effectively.

Eligibility

Any graduate degree holder may apply for this position.