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Title: Assistant Manager - BPO Operations Business Unit: Business Support Service (BSS)Reporting To: Head of OperationsJob Type: Work from officeLocation: Panjim, GoaDuties & ResponsibilitiesResponsible for managing operations (6-8 customers/projects) seamlessly with timely SLAdelivery along with maintaining high levels of employee engagement and customersatisfaction.Build strong partnership with the client by growing and nurturing the existing relationshipsTo ensure operational cohesion & effective foundation for future growthTaking weekly and monthly calls with clients to understand the expectations from theteams and providing updates.Ensure that all compliance & audit related issues are brought to closure as per agreedtimelines.Organize resources, sets goals, strategize with management and client on a short and longterm basisCoach & mentor Team leads/Managers and create a healthy pipeline of future leaders.To be the Key contact for all problems and queries for all internal and external customersWorking with MIS closely - Forecasting future volumes and average handle times to arriveat a capacity plan. Proactively identify staffing gaps.Conduct analysis and prepare analytics/reports based on requirement (internal and client)Required Skills4 + years of experience in leading operations team in an outsourcing business.Excellent leadership and team management skills.Exceptional communication and interpretation skills.Performance management: target setting, review against target, performance monitoring,coaching and training as required.Must have good knowledge of Work Management tool – JIRAMust understand concept of Stakeholder management.Good team player with excellent interpersonal skills.Additional/Preferred SkillsExperience and understanding of travel or tour operator business.Educational Qualifications RequiredBachelor's degree in any field. Master’s degree is a plus.