Qureos Mentor

Firstsource

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 A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our &lsquo;rightshore&rsquo; delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications &amp; Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 &amp; FTSE 100 companies.
 
 
 To know more about Firstsource please visit our
 
 website www.firstsource.com
 
 
 
 
 
 
 
 Job location :Hyderabad
 
 
 
 
 Position :
 
 Assistant Manager-Operations
 
 
 
 Division : Customer Service
 
 
 
 
 
 
 
 
 Role &amp; Responsibilities:
 
 
 
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 5 years of experience in Operations Management as a Team Leader or minimum 1 year experience as an Assistant Manager for customer service sales process(cross selling, upselling selling)
 
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 Proven track record of successfully managing teams, processes and projects.
 
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 </ul>
 
 
 Roles &amp; Responsibilities
 
 
 <ul>
 <li>
 Assist in managing and coordinating daily operational activities to ensure the smooth functioning of the department.
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 Provide leadership and guidance to operations staff, helping them meet performance targets and objectives.
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 Contribute to the assessment and enhancement of operational processes to improve efficiency, quality, and cost-effectiveness.
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 Support the implementation and maintenance of quality control measures to ensure our products/services consistently meet or exceed client expectations.
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 Assist in developing and maintaining key performance indicators (KPIs) to measure and report on operational efficiency and effectiveness.
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 Contribute to resource allocation and management, including staffing, equipment, and materials, within budget constraints.
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 Ensure that all operations adhere to industry regulations, safety standards, and legal requirements.
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 Identify training needs and support the professional growth of team members.
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 Assist in maintaining strong client relationships, addressing their needs and concerns in a timely and effective manner.
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 </ul>
 
 
 Expected/Key Results
 
 
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 <li>
 Fulfil contractual client obligations effectively.
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 Meet both internal and client Service Level Agreements (SLAs)
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 Achieve revenue targets by optimizing Full-Time Equivalent (FTE) delivery, staffing levels, and other strategies.
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 Attain team retention targets to enhance employee satisfaction and continuity.
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 Identify and implement process improvements to enhance operational efficiency.
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 Minimize critical operational process escalations to improve service quality.
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 Establish new client relationships and nurture existing client connections.
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 Foster robust internal stakeholder relationships, as reflected in IVOC (Internal Voice of the Customer) and positive stakeholder feedback.
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 Prioritize people's engagement and development, focusing on employee retention, professional growth, and succession planning within the Line of Business (LOB) or team.
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 Collaborate with employees to create and execute individual development plans, aligning with their career aspirations and company objectives.
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 </ul>
 
 
 
 
 
 Preferred Educational Qualification
 
 
 
 Graduation is a must
 
 
 
 
 
 
 ⚠️ Disclaimer:
 
 Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
 
 
 
 
 
 Contact details
 
 
 Ishika Agrawal
 
 
 Email- ishika.agrawal@firstsource.com
 
</div>

Assistant Operations Manager

Join Firstsource and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Firstsource

ABOUT_COMPANY

Assistant Operations Manager