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Assistant Customer Service Manager Inbound voice

4 weeks ago

Hyderabad, India Policybazaar Full time

Job Title: Assistant Manager – Customer Service (Inbound Voice Process, B2C)

Work Location: Hyderabad & Kochi (onsite role).

Department: Customer Support / Contact Center

Reports to: Manager / Operations Head

⸻

Job Summary:

We are seeking an experienced Assistant Manager – Customer Service to oversee a team of 20+ inbound customer service executives in a B2C voice process environment. The role involves driving service excellence, ensuring process compliance, handling escalations, and mentoring the team to deliver superior customer experiences.

⸻

Key Responsibilities:

Team Leadership & Management


• Lead, coach, and manage a team of 20+ customer service associates.


• Monitor daily performance, ensure adherence to schedules, and manage workforce planning.


• Conduct performance reviews, one-on-one discussions, and team huddles.

Customer Service Delivery


• Ensure timely and professional resolution of inbound customer queries and complaints.


• Handle escalations and ensure first call resolution (FCR).


• Maintain key SLAs including AHT, CSAT, NPS, and quality scores.

Performance & Reporting


• Track and analyze team performance against KPIs.


• Prepare daily/weekly/monthly MIS and share insights with management.


• Identify improvement areas and implement corrective measures.

Process Excellence & Compliance


• Ensure process adherence, quality standards, and compliance with company policies.


• Collaborate with training and quality teams to upskill team members.


• Drive continuous improvement initiatives to enhance customer experience.

Employee Engagement & Development


• Support hiring, onboarding, and training of new associates.


• Motivate team members through recognition programs and engagement activities.


• Develop high-potential employees for future leadership roles.

⸻

Key Skills & Competencies:


• Strong leadership and team-handling ability (20+ associates).


• Excellent communication and interpersonal skills.


• Knowledge of call center KPIs: AHT, FCR, CSAT, NPS, Attrition, Shrinkage.


• Problem-solving and conflict management skills.


• Proficiency in MS Excel, MIS reporting, and call center tools/CRM.

⸻

Qualifications & Experience:


• Graduate in any discipline.


• 4–7 years of experience in customer service (Inbound Voice, B2C).


• Minimum 1–2 years of experience in team handling (20+ members).


• Exposure to BPO / BFSI / Telecom / E-commerce industries preferred.

Work Location: Hyderabad & Kochi (onsite role).

If you or someone you know fits the bill, drop your CV at

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