Associate Operations Manager

Job Summary:
We are seeking a driven and experienced Assistant Operations Manager to support the daily management of our telecommunications account, with a focus on both customer service and back-end support operations. This role requires strong leadership, operational expertise, and at least 3 years of supervisory experience in BPO operations, specifically within the telecom sector.

Key Responsibilities:

• Support the Operations Manager in overseeing daily operations of the telecom account.
• Lead, mentor, and motivate team leaders to ensure consistent achievement of SLAs, KPIs, and quality goals.
• Drive operational excellence through performance monitoring and continuous improvement initiatives.
• Oversee back-end support functions including customer transactions, issue management, and resolution processes.
• Analyze operational data and reports to identify trends, risks, and opportunities for improvement.
• Collaborate with internal teams such as Quality, Training, and Workforce Management to ensure optimal team performance.
• Manage client communications and promptly address escalations and customer concerns.
• Assist in recruitment, onboarding, and team development to build high-performing operations teams.
• Ensure compliance with company policies, data privacy regulations, and client-specific requirements.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field (MBA or master’s degree is a plus).
• Minimum of 3 years of leadership experience in a BPO environment handling telecom accounts.
• Strong understanding of customer service operations and back-end support processes.
• Proven ability to lead teams and consistently meet or exceed operational targets.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficient in MS Office and experienced in using CRM platforms.

Preferred Attributes:

• Experience managing both voice and non-voice telecom campaigns.
• Exposure to client and stakeholder relationship management.
• A strong commitment to operational excellence and delivering measurable results.