Assistant Manager

4 days ago

Mumbai, India TP Full time

Designation : Assistant Manager - Inbound process Location: Mumbai, Malad ( Mindspace)Domain : BankingJob Summary:We are seeking a results-driven Assistant Manager to lead our inbound customer service team, with a strong focus on improving CSAT, NPS, and managing attrition. The ideal candidate will have hands-on experience in contact center operations, team leadership, and driving customer satisfaction and employee engagement.️ Key Responsibilities:Supervise daily operations of the inbound customer service team, ensuring SLA and quality targets are met.Monitor and improve CSAT (Customer Satisfaction Score) through coaching, process enhancements, and service delivery.Drive NPS (Net Promoter Score) initiatives by identifying customer pain points and implementing loyalty-building strategies.Analyze attrition trends and implement retention strategies to improve employee engagement and reduce turnover.Conduct regular performance reviews, feedback sessions, and team huddles to maintain high morale and productivity.Collaborate with workforce management to optimize staffing and shift planning.Handle escalations and ensure timely resolution of customer complaints.Prepare and present reports on CSAT, NPS, attrition, and other KPIs to senior leadership.Coordinate with training and quality teams to upskill agents and improve service consistency.Qualifications:Bachelor’s degree in Any field.5 years of experience in inbound contact center operations, with at least 1–2 years in a supervisory or assistant manager role.Proven track record in managing CSAT, NPS, and attrition metrics.Strong leadership, analytical, and interpersonal skills.Preferred Skills:Experience in banking, telecom, or e-commerce customer service.Exposure to Six Sigma, Lean, or other process improvement methodologies.Multilingual capabilities are a plus.Familiarity with employee engagement tools and surveys.What We Offer:A dynamic and supportive work environment.Career growth opportunities in customer experience and operations.Competitive salary, incentives, and benefits.Training programs to support professional development.

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