Assistant Manager Operations Jobs in Chennai BPO Call Centre

📋 Job Description

Jobzi is sourcing qualified candidates for Assistant Manager Operations positions in Chennai's private BPO Call Centre sector. This is a full-time opportunity with a reputed BPO and Call Centre employer in Chennai offering competitive salary, structured growth, and a professional work environment. Tamil communication skills are preferred alongside English for professional and business interaction in Chennai.

📌 Key Responsibilities

• Oversee daily operations of multiple team leader groups handling voice, non-voice, or blended BPO processes to meet SLA targets.
• Review and analyse team and floor performance data daily, identifying operational gaps and implementing immediate corrective actions.
• Manage client communication for day-to-day operational updates, SLA performance reviews, and escalated issue resolution.
• Lead monthly performance review sessions with team leaders to evaluate productivity, quality, attrition, and process adherence.
• Drive process improvement initiatives to reduce AHT, improve FCR, and increase CSAT scores through structured operational changes.
• Coordinate with support functions including WFM, training, quality, and HR to align operational requirements with resource availability.
• Prepare and present monthly operational business review reports to senior management covering key metrics and action plans.

🎓 Qualifications and Requirements

• Graduate degree with four to eight years of progressive BPO experience including at least two years in a team leader or senior leadership role.
• Demonstrated ability to manage multiple team leaders and large agent groups in a high-volume BPO or call centre environment.
• Strong understanding of operational SLA metrics, client management expectations, and P&L components in BPO operations.
• Proficiency in operational reporting, data-driven decision-making, and presenting performance insights to client and senior management.
• Experience in driving process improvement and change management initiatives using Six Sigma or lean BPO methodologies.
• Excellent people management skills with ability to develop team leaders, address performance issues, and manage floor morale.
• Familiarity with WFM practices, quality frameworks, and training coordination in a multi-team BPO operations structure.
• Good Tamil and English communication skills for team coordination and client interaction in Chennai.

✅ Required Skills