Project Manager (Operations)

Writer Information, a business division of Writer Corporation is a premier information solutions and services provider . Our major offerings include Business Process Services, Secured Storage Services, Cloud Services and Digital Solutions. Our industry expertise integrated with our digital solutions capabilities has helped us achieve leadership position for verticals spanning from BFSI, PSU, Pharma and Healthcare sector in the last 30 years. Our end to end business process services are a combination of operational excellence, industry expertise and digital transformation capabilities delivering best-in-class solutions and business outcomes for our customers. WRITER INFORMATION has grown into one of the largest and most comprehensive Information Management Company globally and one of the fastest growing in Asia.

The Role

Job Title: Project Manager (Assistant Manager - Operations)

Location: Agra

Experience Required: Minimum 3 years (in a similar AM role in BPO/Call Center operations)

Education: Graduate (Bachelor’s degree in any stream)

Joining: Immediate

Job Summary

We are seeking a dynamic and experienced Assistant Manager - Operations to join our team in Agra. The ideal candidate will have at least 3 years of relevant experience in a BPO or call center environment and must have managed a team of over 100 associates. This role demands strong operational expertise, leadership skills, and the ability to drive performance metrics.

Key Responsibilities

• Oversee daily operations and ensure adherence to SLAs and KPIs
• Manage a large team (100+ associates) including team leaders and support staff
• Monitor team performance and drive process improvements
• Identify training needs and coordinate with the training team for skill enhancement
• Handle escalations, resolve operational issues, and ensure customer satisfaction
• Coordinate with clients and internal departments to ensure seamless delivery
• Prepare and present regular reports on operational performance and insights
• Ensure compliance with company policies and client requirements
  
  

Ideal Profile

Key Requirements

• Minimum 3 years of experience in an Assistant Manager role in BPO/Call Center operations
• Proven experience managing large teams (100+ associates)
• Strong communication, leadership, and problem-solving skills
• Graduate in any discipline (mandatory)
• Ability to join immediately
• Flexible to work in rotational shifts if required
  
  

Preferred Skills

• Experience with performance management tools and workforce management
• Familiarity with CRM and call center software
• Data-driven mindset with strong analytical capabilities
  
  

What's on Offer?

• Opening within a company with a solid track record of success
• Flexible working options
• Great work culture