Job Title: Assistant Manager International BPO Operations
Location: Pune, India
CTC: Up to 20 LPA
Job Summary
We are looking for a dynamic Assistant Manager to lead International BPO (Customer Service) operations. This role focuses on managing customer-facing (voice/chat/email) teams, ensuring exceptional customer experience, and driving operational excellence for global clients (US/UK). The ideal candidate will bring strong people leadership, deep understanding of contact center metrics, and experience in handling high-volume front-office operations.
Key Responsibilities
- Lead and manage customer service operations (voice, chat, email) for international clients
- Supervise Team Leaders and customer service representatives to ensure high performance
- Drive key metrics such as CSAT, NPS, AHT, FCR, Quality, and Productivity
- Ensure adherence to SLAs, KPIs, and client expectations
- Manage real-time operations, queue management, and service levels
- Handle client interactions, governance calls, and performance reviews
- Act as an escalation point for critical customer issues and ensure timely resolution
- Conduct regular call audits, feedback sessions, and coaching for quality improvement
- Analyze operational data and generate MIS reports and insights
- Drive continuous improvement initiatives and process optimization
- Ensure compliance with organizational policies and customer service standards
Required Skills & Qualifications
- Graduate/Postgraduate in any discipline
- 610 years of experience in International BPO/ITES operations
- Minimum 23 years of experience in a Team Lead / Assistant Manager role
- Strong exposure to front-office/customer-facing roles (voice preferred)
- In-depth knowledge of contact center metrics (CSAT, NPS, AHT, FCR, SLA)
- Excellent communication skills with a neutral accent
- Strong stakeholder and client management experience
- Proficiency in MS Excel, reporting tools, and CRM platforms
- Ability to manage high-pressure, fast-paced environments
Preferred Qualifications
- Experience managing large teams (50100+ FTEs)
- Exposure to workforce management (WFM), real-time management (RTA), and forecasting
- Six Sigma / Lean certification (good to have)
- Experience in digital CX tools or omnichannel support environments
