---

Description

ASSISTANT MANAGER – CUSTOMER SERVICE

Job Title: Assistant Manager – Customer Service

Employment Type: Full-time | Permanent

Work Mode: Work From Office

Shift: Rotational

Week Off: Rotational

Job Summary

We are looking for an experienced and result-oriented Assistant Manager – Customer Service to manage customer service operations and lead Team Leaders and Customer Service Executives. The ideal candidate will be responsible for operational performance, service quality, customer experience, workforce productivity, and achieving business targets.

Key Responsibilities

• Manage day-to-day customer service operations and ensure smooth functioning of the process.
• Lead and manage Team Leaders and Customer Service Executives to achieve operational targets.
• Drive key performance metrics including productivity, AHT, CSAT, quality, attendance, and schedule adherence.
• Monitor overall team performance and identify areas requiring improvement.
• Conduct regular performance reviews with Team Leaders and implement action plans for performance gaps.
• Handle critical customer escalations and ensure timely and effective resolution.
• Work closely with Quality, Training, Workforce Management, MIS, and HR teams to improve operational performance.
• Analyze operational reports and identify trends, issues, and opportunities for improvement.
• Ensure compliance with company policies, SOPs, process guidelines, and quality standards.
• Drive process improvements to enhance customer experience and operational efficiency.
• Conduct regular operational reviews, team meetings, and performance discussions.
• Prepare and present daily, weekly, and monthly performance reports to senior management.
• Manage employee engagement, attrition, attendance, and overall team discipline.
• Support recruitment, onboarding, training, and deployment of customer service executives.
• Ensure adequate manpower and productivity levels to meet business requirements.
• Take ownership of operational challenges and coordinate with internal stakeholders for resolution.
• Maintain strong relationships with clients/stakeholders and ensure service expectations are consistently met.

Candidate Requirements

• Minimum 3–5 years of experience in Customer Service/BPO/Contact Centre operations.
• Minimum 1–2 years of experience in a Team Leader or Assistant Manager role.
• Strong experience in managing large customer service teams.
• Experience in inbound/customer service operations preferred.
• Strong understanding of operational KPIs and performance management.
• Good knowledge of MS Excel, MIS, and reporting.
• Excellent communication, leadership, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to manage escalations and work under pressure.
• Strong stakeholder management skills.
• Willingness to work in rotational shifts and rotational week-offs.

Key Skills

Operations Management | Customer Service | Team Management | Performance Management | Escalation Management | KPI Management | CSAT | Quality Management | Productivity Management | MIS Reporting | Coaching & Development | Stakeholder Management | Process Improvement | MS Excel

What We Offer

• Competitive salary as per industry standards
• Career growth and leadership opportunities
• Opportunity to manage and develop a customer service operation
• Supportive and performance-driven work environment

Process

Customer Service

#

Process

Ongoing

Language

Pay Out

Remuneration : NA

---

Days of the week

Works Slots

---

Expertise Level