About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are seeking a highly skilled and experienced Assistant Manager of Operations to join our team in Hyderabad. The ideal candidate will have extensive experience in operations management, with a strong emphasis on reducing shrinkage and attrition. This person should have excellent coaching skills and leadership experience.
As Assistant Manager of Operations, You Will…
Oversee daily operations to ensure efficiency and productivity. Implement and monitor standard operating procedures (SOPs) to maintain operational excellence
Coordinate with various departments to ensure seamless operations
Provide coaching and mentoring to Team Leaders and their teams to enhance performance and professional growth
Conduct regular team meetings and performance reviews
Foster a positive and collaborative work environment
Shrinkage and attrition management
Develop and implement strategies to minimize shrinkage and employee attrition
Monitor and analyze shrinkage and attrition data to identify trends and areas for improvement
Collaborate with HR and other relevant departments to address issues and implement retention initiatives
Ensure high levels of customer satisfaction through excellent service and efficient operations
Handle customer complaints and issues in a timely and effective manner
Ensure compliance with company policies and industry regulations
Prepare and submit regular reports on operational performance, shrinkage, attrition, and other relevant metrics
Conduct audits and inspections to ensure adherence to standards and policies
Directly manage Team Leaders, providing guidance and support to ensure team objectives are met
Assist Team Leaders in addressing any team-related challenges and improving overall team performance
As Assistant Manager of Operations, You Have…
Bachelor’s degree in Business Administration, Operations Management, or a related field
Minimum of 7 - 8 years of experience in operations management, with at least 2 years in a managerial role
Experience in a similar industry or sector
Advanced certifications in operations management or related fields
Proven experience in coaching and team development
Proficiency in MS Office and other relevant software
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work in rotational shifts and handle rotational week offs
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Skills Required
- Bachelor's degree in Business Administration, Operations Management, or a related field
- 7-8 years of experience in operations management
- At least 2 years of experience in a managerial role
- Experience in a similar industry or sector
- Advanced certification in operations management or a related field
- Proven experience in coaching and team development
- Proficiency in Microsoft Office and other relevant software
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work rotational shifts and rotational week offs
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What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
