Assistant Customer Service Manager-Voice
2 days ago
Job Title: Assistant Manager – Customer Service (Inbound Voice Process, B2C)
Work Location: Kochi (onsite role).
Department: Customer Support / Contact Center
Reports to: Manager / Operations Head
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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.
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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.
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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.
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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 (30+ members).
• Exposure to BPO / BFSI / Telecom / E-commerce industries preferred.
Interested candidates are invited to share their CV via WhatsApp at or email at Please include the following details in your application:
Name
Phone number
Total experience
Current CTC
Notice period
Date of Birth
Languages spoken
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