1Point1
Website:
1point1.com
Job details:
Job Description: Assistant Manager – Customer Service (Blended
Process)
Job Title: Assistant Manager – Customer Service (Blended Process)
Department: Customer Service / Operations
Reports To: Operations Manager
Location: Turbhe, Navi Mumbai
Employment Type: Full-time
Job Summary
The Assistant Manager – Customer Service (Blended Process) is responsible for
leading and managing a team handling both voice and non-voice customer
interactions. The role focuses on delivering exceptional customer experiences,
achieving operational KPIs, coaching team members, and driving continuous process
improvements while ensuring compliance with company policies and quality
standards.
Key Responsibilities
Lead, mentor, and manage a team of customer service executives handling voice, email, chat,
and other digital support channels.
Monitor team performance and ensure achievement of key metrics such as SLA, CSAT,
Quality, Productivity, AHT, FCR, and Attendance.
Conduct regular coaching sessions, performance reviews, and development plans for team
members.
Handle customer escalations and provide timely resolutions while maintaining high customer
satisfaction.
Analyse operational reports and identify trends to improve service delivery and operational
efficiency.
Collaborate with Quality, Training, Workforce Management, and other support functions to
achieve business objectives.
Ensure adherence to company policies, compliance requirements, and standard operating
procedures.
Drive employee engagement, motivation, and retention initiatives.
Prepare daily, weekly, and monthly MIS reports and present performance updates to
stakeholders.
Support recruitment, onboarding, and training of new team members.
Participate in process improvement initiatives and implement best practices to enhance
customer experience.
Required Qualifications
Bachelor's degree in any discipline (Master's degree preferred).
4–7 years of experience in BPO/Customer Service, with at least 1–2 years in a Team Leader
or Assistant Manager role.
Experience managing blended (voice and non-voice) customer support operations.
Strong leadership, coaching, and people management skills.
Excellent verbal and written communication skills.
Proficiency in MS Office, particularly Excel and PowerPoint.
Experience with CRM platforms and customer service tools.
Ability to analyse data and make informed operational decisions.
Flexibility to work in rotational shifts, weekends, and holidays as required.
Key Skills
Team Management
Customer Relationship Management
Stakeholder Management
Performance Management
Conflict Resolution
Coaching & Mentoring
Data Analysis & Reporting
Problem Solving
Process Improvement
Time Management
Communication & Presentation Skills
Key Performance Indicators (KPIs)
Customer Satisfaction (CSAT)
Service Level Agreement (SLA) Adherence
Quality Score
Average Handling Time (AHT)
First Contact Resolution (FCR)
Productivity & Utilisation
Employee Engagement
Attrition & Absenteeism
Escalation Management
Compliance Adherence
Preferred Experience
Experience in domestic or international customer service operations.
Exposure to workforce management and quality frameworks.
Click on Apply to know more.
