Assistant Manager – Operations

Job Description

Title: Assistant Manager – Operations

Company Name: Digicon Technologies PLC.

Vacancy: 02

Age: At least 18 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 5 to 8 years
• The applicants should have experience in the following business area(s): Training Institutes, IT Enabled Service, BPO/ Data Entry Firm, Call Center

• Bachelor/Honors

• 5 to 8 years
• The applicants should have experience in the following business area(s): Training Institutes, IT Enabled Service, BPO/ Data Entry Firm, Call Center

• Age At least 18 years

Strong leadership and people management capability

Excellent communication (verbal and written)

Deep understanding of BPM KPIs and operations

Strong analytical and problem-solving mindset

5+ years in BPM, with 2/3 years in a leadership role

Service Delivery and Performance

• Ensure daily operations run smoothly and all SLAs/KPIs are achieved

• Monitor AHT, CSAT, FCR, productivity, shrinkage & quality scores

• Oversee shift planning, real-time floor management & adherence

• Drive effective attrition management to ensure staffing stability and smooth service delivery People Leadership

• Lead, coach, and develop Team Leaders and frontline agents

• Manage performance, engagement, attrition & resource planning

• Conduct evaluations, feedback sessions & skill development initiatives

Client and Stakeholder Management

• Act as the primary operational contact for clients

• Lead WBR/MBR/QBR reviews, RCA discussions & performance updates

• Build strong client relationships that support business growth

Process and Quality Improvement

• Analyze data to identify trends, root causes & improvement areas

• Implement corrective action plans and SOP enhancements

• Collaborate with Quality & Training teams to close capability gaps

Cross-Functional Collaboration

• Ensure smooth coordination with Quality & Training

Reporting and Governance

• Prepare daily/weekly/monthly performance reports

• Ensure compliance with data security, audit standards & client protocols

• Drive continuous improvement and operational excellence