Technical Operations Manager (INTERNATIONAL PROCESS)

Company: Assistara Position: Technical Operations Manager (International Process) Experience Required: Minimum 16 Years Location: Noida Employment Type: Full-Time Job SummaryAssistara is looking for an experienced Technical Operations Manager to lead and manage end-to-end operations for international technical support and sales processes. The ideal candidate will have 16+ years of experience in international BPO/ITES operations, with a strong background in technical support, service delivery, process optimization, team management, client relationship management, and operational excellence. Key ResponsibilitiesLead and oversee daily operations of international technical support and customer service processes.Drive operational excellence by achieving KPIs including SLA, CSAT, Quality, Productivity, Revenue, and Compliance.Manage large teams comprising Team Leaders, Operations Managers, Trainers, QA, and Workforce Management.Develop and implement operational strategies to improve efficiency, profitability, and customer satisfaction.Monitor process performance through MIS reports, dashboards, and data analytics.Handle client communication, business reviews, and escalation management.Ensure adherence to international quality standards and compliance requirements.Collaborate with Training, HR, Recruitment, IT, and Quality departments for continuous improvement.Identify automation opportunities and implement process improvement initiatives.Lead workforce planning, resource allocation, and capacity management.Drive employee engagement, retention, succession planning, and leadership development.Ensure business continuity planning and risk mitigation strategies.Manage budgets, forecasting, and operational cost optimization.Support business expansion, transition, and migration of new international processes.Required SkillsInternational BPO Operations ManagementTechnical Support OperationsService Delivery ManagementClient Relationship ManagementPeople ManagementRevenue & Profitability ManagementKPI & SLA ManagementPerformance ManagementEscalation HandlingWorkforce ManagementProcess ImprovementLean Six Sigma (Preferred)MIS & Data AnalysisVendor ManagementCross-functional CollaborationBusiness StrategyCustomer Experience ManagementPreferred Technical KnowledgeWindows OSMicrosoft Office 365Printer TroubleshootingAntivirus SupportNetworking BasicsCRM ToolsTicketing Systems (Zendesk, Freshdesk, Salesforce, ServiceNow)Power BI / Advanced ExcelEducational QualificationBachelor's Degree in Engineering, Computer Science, Information Technology, Business Administration, or related field.MBA or PGDM preferred.ITIL, PMP, Lean Six Sigma, or Operations Management certifications will be an added advantage.Experience RequiredMinimum: 16 Years8+ years in Operations Management.Experience handling international voice/blended technical support processes.Strong experience managing large teams (100+ employees preferred).Experience in technical support, upselling, customer retention, and service delivery.Key CompetenciesStrategic LeadershipOperational ExcellenceDecision MakingAnalytical ThinkingClient ManagementStakeholder ManagementChange ManagementCoaching & MentoringConflict ResolutionBusiness AcumenExcellent Communication SkillsPerformance Metrics (KPIs)SLA ComplianceCustomer Satisfaction (CSAT)Net Promoter Score (NPS)First Call Resolution (FCR)Average Handle Time (AHT)Revenue & Upsell PerformanceQuality ScoresAttrition & RetentionProductivityEmployee EngagementWhy Join Assistara Opportunity to lead high-performing international operations.Exposure to global clients and technical support processes.Career growth in a leadership role.Dynamic and performance-driven work environment.Competitive salary and leadership benefits. .