Technical Operations Manager (INTERNATIONAL PROCESS) (Noida)

Company: Assistara Position: Technical Operations Manager (International Process) Experience Required: Minimum 16 Years Location: Noida Employment Type: Full-Time Job Summary Assistara 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 robust background in technical support, service delivery, process optimization, team management, client relationship management, and operational excellence. Key Responsibilities Lead 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 Skills International BPO Operations Management Technical Support Operations Service Delivery Management Client Relationship Management People Management Revenue & Profitability Management KPI & SLA Management Performance Management Escalation Handling Workforce Management Process Improvement Lean Six Sigma (Preferred) MIS & Data Analysis Vendor Management Cross-functional Collaboration Business Strategy Customer Experience Management Preferred Technical Knowledge Windows OS Microsoft Office 365 Printer Troubleshooting Antivirus Support Networking Basics CRM Tools Ticketing Systems (Zendesk, Freshdesk, Salesforce, ServiceNow) Power BI / Advanced Excel Educational Qualification Bachelor'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 Required Minimum: 16 Years 8+ 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 Competencies Strategic Leadership Operational Excellence Decision Making Analytical Thinking Client Management Stakeholder Management Change Management Coaching & Mentoring Conflict Resolution Business Acumen Excellent Communication Skills Performance Metrics (KPIs) SLA Compliance Customer Satisfaction (CSAT) Net Promoter Score (NPS) First Call Resolution (FCR) Average Handle Time (AHT) Revenue & Upsell Performance Quality Scores Attrition & Retention Productivity Employee Engagement Why 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. .