Assistant Manager - BPO Operations

**Location:** Agartala
**Department:** Operations
**Reports to:** Operations Manager

---

### 🔹 Role Overview

We are looking for a results-driven Assistant Manager to oversee daily BPO operations, manage team performance, and ensure high-quality customer service delivery. The role involves team leadership, process improvement, and achieving operational targets.

---

### 🔹 Key Responsibilities

* Manage and supervise a team of 15–30 customer service executives
* Monitor daily KPIs such as AHT, CSAT, FCR, and SLA adherence
* Conduct regular team huddles, feedback sessions, and performance reviews
* Handle client escalations and ensure timely resolution
* Drive process improvements to enhance productivity and quality
* Ensure adherence to company policies and compliance standards
* Coordinate with QA, Training, and HR teams for continuous improvement
* Prepare and present performance reports (daily/weekly/monthly)

---

### 🔹 Key Requirements

* Graduate in any discipline (MBA preferred)
* 3–6 years of experience in BPO/KPO operations
* Minimum 1–2 years in a Team Lead / Assistant Manager role
* Strong people management and leadership skills
* Excellent communication skills (English & Hindi)
* Good analytical and problem-solving abilities
* Proficiency in MS Excel and reporting

You can include:

* Relocation support (if hiring outside Agartala)
* Retention bonus
* Fast-track growth to Operations Manager

---

If you want, I can tailor this JD for:

* **Voice process / sales / international BPO**
* Or make a **short LinkedIn/Naukri posting version** that gets more responses.