Assistant Operations Manager

Company Description ILeads Auxiliary Services Pvt Ltd is one of the fastest growing BPO/KPO/ITES companies in the Dehradun region, specializing in data and calling processing services since 2010. The company has built a strong reputation for operational excellence and is recognized by Start Up India and Start Up Uttarakhand, as well as being awarded Best Start Up 2020 by the Chamber of Commerce & Industry of India. With over 780 team members, ILeads combines highly qualified leadership with skilled agents to deliver reliable outsourcing solutions. The company operates a large center with capacity for more than 1200 seats, enabling scalable support for a diverse customer base and offering growth opportunities for employees.
Role Description The Assistant Operations Manager is a full-time, on-site role based in Bengaluru, responsible for supporting day-to-day operational management of teams and processes. This role includes monitoring performance metrics, overseeing shift schedules, and ensuring adherence to service-level agreements and quality standards. The Assistant Operations Manager will coordinate with team leaders, provide guidance and feedback to agents, and help resolve escalations and operational issues promptly. The role involves collaborating with senior management on process improvements, reporting and analysis, and implementation of operational policies. The position also requires maintaining clear communication across departments, supporting training initiatives, and contributing to a positive, efficient work environment.
Qualifications
Experience in operations management or team leadership within BPO/KPO/ITES or a similar service-oriented environment.
Strong skills in process coordination, performance monitoring, and workflow optimization to ensure smooth daily operations.
Ability to analyze data and operational reports, identify trends, and recommend practical improvements.
Effective communication and interpersonal skills for working with diverse teams and handling client or internal escalations.
Demonstrated ability to manage schedules, resources, and priorities in a fast-paced, target-driven setting.
Comfort with using office productivity tools and basic operational software; familiarity with CRM or call center platforms is an advantage.
Bachelor’s degree in business, operations, or a related field preferred; relevant experience may be considered in place of formal education.
Proactive, organized, and detail-focused approach, with the ability to work flexible shifts if required by operational needs.

Work arrangement
No