Assistant Operations Manager

1) Operations & Service Delivery: Oversee daily team performance (AHT, QA, productivity, SLAs, accuracy, schedule adherence).Manage work distribution, queues/backlogs, and intraday staffing. Ensure adherence to client SOPs, process controls, and turnaround times (TATs).Conduct daily huddles, shift handovers, and floor support for escalations. Coordinate with Workforce Management (WFM) for schedules, shrinkage, and volumes. Support process transitions/ramps, including KT, pilots, and stabilization efforts. Monitor and analyze key performance indicators (KPIs), identifying areas for improvement and implementing corrective actions as needed. Collaborate with cross-functional teams to drive continuous process improvements and optimize operational efficiency.2) Leadership & Development: Foster a positive team culture by recognizing and rewarding outstanding performance, providing coaching and feedback, and promoting employee growth and development. Develop and implement training programs to enhance skills and knowledge. Conduct regular one-on-one meetings with team members to discuss goals, progress, and areas for improvement.3) Communication & Collaboration: Ensure effective communication among teams through regular updates, status reports, and proactive issue resolution. Facilitate collaboration between departments by identifying and addressing potential roadblocks.4) Quality Assurance: Oversee quality control processes to ensure compliance with client requirements and internal standards. Conduct audits and assessments to identify areas for improvement and implement corrective actions as needed.