Assistant manager – customer service

1Point1 · Navi mumbai, India

Job Description: Assistant Manager – Customer Service (Blended

Process)

Job Title: Assistant Manager – Customer Service (Blended Process)

Department: Customer Service / Operations

Reports To: Operations Manager

Location: Turbhe, Navi Mumbai

Employment Type: Full-time

Job Summary

The Assistant Manager – Customer Service (Blended Process) is responsible for

leading and managing a team handling both voice and non-voice customer

interactions. The role focuses on delivering exceptional customer experiences,

achieving operational KPIs, coaching team members, and driving continuous process

improvements while ensuring compliance with company policies and quality

standards.

Key Responsibilities

 Lead, mentor, and manage a team of customer service executives handling voice, email, chat,

and other digital support channels.

 Monitor team performance and ensure achievement of key metrics such as SLA, CSAT,

Quality, Productivity, AHT, FCR, and Attendance.

 Conduct regular coaching sessions, performance reviews, and development plans for team

members.

 Handle customer escalations and provide timely resolutions while maintaining high customer

satisfaction.

 Analyse operational reports and identify trends to improve service delivery and operational

efficiency.

 Collaborate with Quality, Training, Workforce Management, and other support functions to

achieve business objectives.

 Ensure adherence to company policies, compliance requirements, and standard operating

procedures.

 Drive employee engagement, motivation, and retention initiatives.

 Prepare daily, weekly, and monthly MIS reports and present performance updates to

stakeholders.

 Support recruitment, onboarding, and training of new team members.

 Participate in process improvement initiatives and implement best practices to enhance

customer experience.

Required Qualifications

 Bachelor's degree in any discipline (Master's degree preferred).

 4–7 years of experience in BPO/Customer Service, with at least 1–2 years in a Team Leader

or Assistant Manager role.

 Experience managing blended (voice and non-voice) customer support operations.

 Strong leadership, coaching, and people management skills.

 Excellent verbal and written communication skills.

 Proficiency in MS Office, particularly Excel and Power Point.

 Experience with CRM platforms and customer service tools.

 Ability to analyse data and make informed operational decisions.

 Flexibility to work in rotational shifts, weekends, and holidays as required.

Key Skills

 Team Management

 Customer Relationship Management

 Stakeholder Management

 Performance Management

 Conflict Resolution

 Coaching & Mentoring

 Data Analysis & Reporting

 Problem Solving

 Process Improvement

 Time Management

 Communication & Presentation Skills

Key Performance Indicators (KPIs)

 Customer Satisfaction (CSAT)

 Service Level Agreement (SLA) Adherence

 Quality Score

 Average Handling Time (AHT)

 First Contact Resolution (FCR)

 Productivity & Utilisation

 Employee Engagement

 Attrition & Absenteeism

 Escalation Management

 Compliance Adherence

Preferred Experience

 Experience in domestic or international customer service operations.

 Exposure to workforce management and quality frameworks.