Assistant Customer Service Manager

15 hours ago


Hyderabad, Telangana, India Policybazaar Full time

Job description

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

Work Location: Hyderabad (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.

5-7 years of experience in customer service (Inbound Voice, B2C).

Minimum 2–3years of experience in team handling (30+ 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

or

Let's connect and build something amazing together



  • Hyderabad, Telangana, India Kyndryl Full time

    Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleAre you...


  • Hyderabad, Telangana, India Fastrack car care Full time

    Fasttracks Car Care Services is looking for a Customer Service Executive to handle customer interactions, bookings, and service coordination. The ideal candidate should be confident, well-spoken, and have prior experience in handling customers either in the automotive, retail, or hospitality industry.Job Type: Full-timePay: ₹20, ₹30,000.00 per...


  • Hyderabad, Telangana, India Single Point Solution Full time

    Graduate or equivalent with relevant BPO experience2 years contact center experience (voice/chat/email)Excellent English language proficiencyLogistics service industry exposure preferred(Customer service, Sales and Retention, Membership and loyalty programs, Package/shipment location,Tracking services, Concierge services, Corporate travel desk, Live chat,...


  • Hyderabad, Telangana, India Sai Silks Kalamandir Full time

    Role & responsibilitiesLead, coach, and develop a high-performing customer support team, fostering a service-focused and collaborative culture.Design and document policies, SOPs, and customer inquiry scripts to ensure world-class support that aligns with brand values.Handle and resolve escalated or complex customer inquiries, complaints, returns, refunds,...


  • Hyderabad, Telangana, India XTRALIVING Full time

    Company DescriptionXTRALIVING leverages deep-tech to deliver precision-driven wellness solutions centered on musculoskeletal and metabolic health. For schools, the company provides play-based movement, AI-powered assessments, and coach training to build lifelong healthy habits in children. For corporates, XTRALIVING offers AI-driven posture and mobility...


  • Hyderabad, Telangana, India U.S. Pharmacopeia Full time

    DescriptionWho is USP?The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world's top authorities in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP's fundamental belief that Equity = Excellence manifests in our core value of Passion for...


  • Hyderabad, Telangana, India Bijliride Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Job Title: Customer Experience RepresentativeCompany Overview:Bijliride is a pioneering electric two-wheeler rental startup dedicated to delivering sustainable, convenient, and cost-effective transportation solutions. We provide electric two wheelers on rent to individuals and businesses. As a first in the country, we are providing unique 24/7 services to...


  • Hyderabad, Telangana, India NISC Exports LTD Full time

    Title: GOBI Customer Service/Order Management TechnicianAbout Company:NISC Export Services (NES), a strategic software development partner of EBSCO Information Services (EIS) of Ipswich, Massachusetts is seeking "Technical Support Project Rep." for its location at Cherlapally, Hyderabad.NES provides quality metadata services to world-class database...


  • Hyderabad, Telangana, India Tailortech Private Limited Full time ₹ 1,20,000 - ₹ 3,00,000 per year

    Job Title: Customer Service Representative Location: HyderabadDepartment: Customer SupportCompany: CloudTailorThe ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelistsResponsibilitiesAnswers incoming customer calls regarding billing issues, product problems,...


  • Hyderabad, Telangana, India noon Full time

    Job title:Assistant Manager, Customer SupportLocation:HyderabadReporting to:Senior Manager, Customer SupportAbout noonWe're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology...