Operations Assistant Manager

Job Title: Assistant Manager: Operations

About Us

At Quantanite, we are a globally recognised BPO partner, delivering exceptional customer experience and advanced technical support solutions. We combine innovation, data-driven decision-making, and people-focused leadership to create high-performing teams that consistently exceed client expectations. Our culture is built on accountability, collaboration, continuous improvement, and professional growth.

Position Overview

We are seeking a driven and strategic Assistant Operations Manager to support and oversee the day-to-day operations of our contact centre campaigns. This role is ideal for a performance-oriented leader with strong operational expertise and proven experience managing complex technical support or troubleshooting environments.

The successful candidate will play a critical role in driving operational excellence, strengthening service delivery, and ensuring commercial and client objectives are achieved. You will partner closely with senior leadership to optimise performance, enhance customer satisfaction, and embed best practices across teams.

Working Hours:

UK & US shifts. Flexibility required to work weekends and public holidays in line with operational demands.

Key Responsibilities

Lead and support Team Leaders and Advisors to deliver against KPIs, SLAs, and quality standards.

Drive operational efficiency through performance analysis, workforce planning collaboration, and continuous improvement initiatives.

Oversee technical support campaigns, ensuring accurate, timely, and customer-centric resolution of complex queries.

Analyse performance data to identify trends, risks, and opportunities for optimisation.

Coach and develop frontline leadership to build high-performing, accountable teams.

Maintain strong client relationships through consistent performance delivery and proactive communication.

Ensure compliance with company policies, operational governance, and industry best practices.

What We’re Looking For

Proven experience in call centre or BPO operations management, preferably within technical support environments.

Strong analytical mindset with the ability to translate data into actionable strategies.

Demonstrated leadership capability with experience managing multiple teams.

Excellent stakeholder management and communication skills.

A solutions-driven approach with a passion for operational excellence and customer experience.

Qualifications

Education:

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field preferred; equivalent work experience considered.

Experience:

Minimum of 2 - 4 years in a call centre environment.

Demonstrated experience handling escalations, technical process improvement, and managing technical knowledge bases.

Skills:

Strong leadership and people management skills; excellent analytical and problem-solving abilities; proficiency in call centre software, CRM systems, and ticketing/diagnostic tools; excellent communication skills.

Attributes: Strategic thinker mindset; ability to manage multiple campaigns; proactive, results-oriented, and able to work under pressure.

What We Offer

Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.

Training: Comprehensive technical and leadership training to support your growth.

Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.

Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.