Assistant Operations Manager

Functional Skills:

1. Graduation with minimum 5 years experience in International BPO

2. Should have handled a team leads and a span of 50 80 employees for 1+ years

3. Insurance domain experience

4. Good understanding of key Voice Outbound (customer service) and Non Voice operations metrics

5. Good knowledge of Microsoft Office - Excel, PowerPoint (Trend Analysis, Ratio Analysis, Formulas, Pivots, Graphs etc.)

6. Strong coaching skills

7. SLA Management

8. Attrition and Shrinkage management

9. Understanding of P&L

10. Knowledge of Six Sigma, LEAN, T&M, Process Improvements

11. Strong governance over operational metrics and performance management

12. Good understanding of audits and compliance

Soft Skills:

1. Effective communication and interpersonal skills
2. Ability to work under pressure situations: - (Situation based questions will be asked to assess)

3. Problem solving skills (Situation based questions will be asked to assess)

4. Good team management skills

4. Good client management & relationship building skills

5. Strong planning and execution

6. Coordination with various departments and functions

7. Stakeholder management and engagement

8. Good analytical skills

9. Conflict Management

Desirable: (good to have)

1. Lender placed Insurance domain experience

2. Certifications (PMP, PRINCE 2, ITIL, Automation, Power BI etc.)