Assistant Manager Operations

4 weeks ago

Lahore, Punjab, Pakistan Abacus Full time
Assistant Manager Operations (Islamabad)

Direct message the job poster from Abacus

HR Lead | OD ,Recruitment, Onboarding, Learning & Development | Employer Branding HR Specialist | Talent Acquisition, L&D, Compensation & Benefits…

We are seeking an experienced and dynamic Assistant Manager – Operations to oversee day-to-day BPO activities in Islamabad Office., manage performance metrics, and ensure high levels of customer satisfaction. The ideal candidate will support the operations manager in driving team efficiency, maintaining SLA compliance, and leading process improvements.

We are seeking an experienced and dynamic Assistant Manager – Operations to oversee day-to-day BPO activities in Islamabad Office., manage performance metrics, and ensure high levels of customer satisfaction. The ideal candidate will support the operations manager in driving team efficiency, maintaining SLA compliance, and leading process improvements.

Key Responsibilities:
  • Supervise and manage daily operations for one or more BPO projects (inbound/outbound/customer service/back-office).
  • Monitor team performance, ensure achievement of KPIs, SLAs, and quality targets.
  • Conduct team huddles, coaching, and mentoring to enhance team productivity and engagement.
  • Collaborate with the QA and Training teams to identify training needs and performance gaps.
  • Prepare and analyze daily/weekly/monthly performance reports and present insights to management.
  • Handle client escalations professionally and resolve issues in a timely manner.
  • Implement process improvements to boost efficiency and customer satisfaction.
  • Ensure adherence to company policies, compliance standards, and industry best practices.
  • Assist in workforce management, including shift scheduling, resource allocation, and attendance tracking.
Requirements:
  • Bachelor's degree in Business Administration, Management, or related field.
  • Minimum 3-5 years of experience in BPO operations, with at least 1-2 years in a supervisory or assistant managerial role.
  • Strong understanding of BPO processes, KPIs, and quality metrics.
  • Excellent communication, leadership, and interpersonal skills.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Proficient in MS Office, CRM tools, and reporting dashboards.
Working Hours:
  • Rotational Shifts
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionManagement and Manufacturing
  • IndustriesIT Services and IT Consulting

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