Assistant manager - customer service

<p> Job Description: Assistant Manager – Customer Service (Blended </p> <p> Process) </p> <p> Job Title: Assistant Manager – Customer Service (Blended Process) </p> <p> Department: Customer Service / Operations </p> <p> Reports To: Operations Manager </p> <p> Location: Turbhe, Navi Mumbai </p> <p> Employment Type: Full-time </p> <p> Job Summary </p> <p> The Assistant Manager – Customer Service (Blended Process) is responsible for </p> <p> leading and managing a team handling both voice and non-voice customer </p> <p> interactions. The role focuses on delivering exceptional customer experiences, </p> <p> achieving operational KPIs, coaching team members, and driving continuous process </p> <p> improvements while ensuring compliance with company policies and quality </p> <p> standards. </p> <p> Key Responsibilities </p> <p> Lead, mentor, and manage a team of customer service executives handling voice, email, chat, </p> <p> and other digital support channels. </p> <p> Monitor team performance and ensure achievement of key metrics such as SLA, CSAT, </p> <p> Quality, Productivity, AHT, FCR, and Attendance. </p> <p> Conduct regular coaching sessions, performance reviews, and development plans for team </p> <p> members. </p> <p> Handle customer escalations and provide timely resolutions while maintaining high customer </p> <p> satisfaction. </p> <p> Analyse operational reports and identify trends to improve service delivery and operational </p> <p> efficiency. </p> <p> Collaborate with Quality, Training, Workforce Management, and other support functions to </p> <p> achieve business objectives. </p> <p> Ensure adherence to company policies, compliance requirements, and standard operating </p> <p> procedures. </p> <p> Drive employee engagement, motivation, and retention initiatives. </p> <p> Prepare daily, weekly, and monthly MIS reports and present performance updates to </p> <p> stakeholders. </p> <p> Support recruitment, onboarding, and training of new team members. </p> <p> Participate in process improvement initiatives and implement best practices to enhance </p> <p> customer experience. </p> <p> Required Qualifications </p> <p> Bachelor's degree in any discipline (Master's degree preferred). </p> <p> 4–7 years of experience in BPO/Customer Service, with at least 1–2 years in a Team Leader </p> <p> or Assistant Manager role. </p> <p> Experience managing blended (voice and non-voice) customer support operations. </p> <p> Strong leadership, coaching, and people management skills. </p> <p> Excellent verbal and written communication skills. </p> <p> Proficiency in MS Office, particularly Excel and Power Point. </p> <p> Experience with CRM platforms and customer service tools. </p> <p> Ability to analyse data and make informed operational decisions. </p> <p> Flexibility to work in rotational shifts, weekends, and holidays as required. </p> <p> Key Skills </p> <p> Team Management </p> <p> Customer Relationship Management </p> <p> Stakeholder Management </p> <p> Performance Management </p> <p> Conflict Resolution </p> <p> Coaching &amp; Mentoring </p> <p> Data Analysis &amp; Reporting </p> <p> Problem Solving </p> <p> Process Improvement </p> <p> Time Management </p> <p> Communication &amp; Presentation Skills </p> <p> Key Performance Indicators (KPIs) </p> <p> Customer Satisfaction (CSAT) </p> <p> Service Level Agreement (SLA) Adherence </p> <p> Quality Score </p> <p> Average Handling Time (AHT) </p> <p> First Contact Resolution (FCR) </p> <p> Productivity &amp; Utilisation </p> <p> Employee Engagement </p> <p> Attrition &amp; Absenteeism </p> <p> Escalation Management </p> <p> Compliance Adherence </p> <p> Preferred Experience </p> <p> Experience in domestic or international customer service operations. </p> <p> Exposure to workforce management and quality frameworks. </p>