This job offer is not available in your country.
Assistant Customer Service Manager-Voice
Policybazaar.comIndia5 days ago
Job descriptionEnsure 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. Track and analyze team performance against KPIs. Prepare daily / weekly / monthly MIS and share insights with management. Identify improvement areas and implement corrective measures. 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. 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. 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. 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. Name Phone number Total experience Current CTC Notice period Date of Birth Languages spoken
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
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
Performance & Reporting
Process Excellence & Compliance
Employee Engagement & Development
Key Skills & Competencies :
Qualifications & Experience :
Interested candidates are invited to share their CV via WhatsApp at 9934827654 or email at Sumankumari1@policybazaar.com. Please include the following details in your application :
Let’s connect and build something amazing together!
Create a job alert for this search
Customer Service • India
Related jobs
As a Specialist / Assistant Manager in Service Optimization at GoGlobal, you will play a critical role in analysing, documenting, and optimizing our business processes.
You will work closely with vari...Show moreLast updated: 14 days ago
)
As the Customer Service Manager, you will play a pivotal role in supporting customers / students throughout their learning experience.
Your vibrant personality and excellent writing skills will help y...Show moreLast updated: 10 days ago
- Promoted
Customer service assistant (N1 or N2 certified Japanese language speaker)
Asahi KaseiIndia Position Customer service assistant (N1 or N2 certified Japanese language speaker) Company Description Asahi Kasei India Pvt.
Asahi Kasei, a globally active Japanese technology company.Our company b...Show moreLast updated: 5 days ago
- Promoted
Assistant Manager Biomass Sourcing
Saint-Gobain Group in IndiaNagpur, IN A 350-year young organization with strong pillars on value system and customer centricity, Saint-Gobain employs 176,000 people across 64 countries with over 90 nationalities.A fortune 500 company, ...Show moreLast updated: 5 days ago
- Promoted
- New!
Assistant Manager - Direct to Customer (D2C) (Apply Now)
Dot & Key SkincareIndia Job Description : Assistant Manager – D2C.Develop and implement a comprehensive strategy to drive customer acquisition, retention, and revenue growth.
Set KPIs and track performance metrics to ensure...Show moreLast updated: 3 hours ago
Service Optimization Specialist / Assistant Manager
GoGlobalINRemote
Quick Apply
- Promoted
Assistant Manager - Direct to Customer (D2C)
Dot & Key SkincareIndia Job Description : Assistant Manager – D2C.Develop and implement a comprehensive strategy to drive customer acquisition, retention, and revenue growth.
Set KPIs and track performance metrics to ensure...Show moreLast updated: 7 days ago
- Promoted
Assistant Manager - Customer Support & Experience
YuluIndia Yulu is India’s leading shared micro-mobility platform, revolutionizing urban transportation through smart, sustainable, and electric-first mobility solutions.
With a rapidly growing fleet of tech-e...Show moreLast updated: 7 days ago
- Promoted
Customer Service Specialist
Moonpreneur IncNagpur, IN Silicon Valley ed-tech company on a mission to upskill students between 7-17 years and with tech and entrepreneurial skills.
With a focus on STEAM and future-oriented streams, Moonpreneur aims at em...Show moreLast updated: 30+ days ago
- Promoted
Team Leader – Customer Service (Inbound Voice Process, B2C)
Policybazaar.comIndia Job Title : Team Leader – Customer Service (Inbound Voice Process, B2C).Work Location : Kochi (onsite role).Department : Customer Support / Contact Center.
Reports to : Manager / Operations Head.We are ...Show moreLast updated: 5 days ago
- Promoted
- New!
Apply Now! Customer Service Manager - THE FACE SHOP
The Face Shop India OfficialIndia We are looking for a proactive and customer-focused Customer Service Manager – THE FACE SHOP with 5 years of experience to manage order fulfilment and service delivery within the Supply Chain funct...Show moreLast updated: 3 hours ago
- Promoted
Customer Service Associate-International Voice Process
TPIndia About the Role : The role requires individuals with professional speaking skills and experience in international voice processes.
Engage with customers using professional speaking skills.Handle inter...Show moreLast updated: 13 days ago
- Promoted
Assistant Manager – Direct to Customer (D2C)
Dot & Key SkincareIndia Job Description : Assistant Manager – D2C Job Type - Permanent Location - Kolkata Experience - 3 to 5 Years.Job Responsibilities : Develop and implement a comprehensive strategy to drive customer acq...Show moreLast updated: 30+ days ago
- Promoted
Team leader International Pr
AltisourceNagpur, IN Job Title : Team Leader – Voice Process (International BPO).The Team Leader – Voice Process is responsible for managing a team of customer service representatives handling inbound and outbound voice...Show moreLast updated: 18 days ago
- Promoted
Assistant Manager
TessolveNagpur, IN Position : Design Verification- Manager Engineering.Experience : 12+ years relevant experience.Location - Bangalore / Hyderabad / Chennai / Noida.
To be successful in this role you will : .Seeking highly moti...Show moreLast updated: 14 days ago
- Promoted
International Voice Process
Tata Communications Transformation Services (TCTS)India Job title – Customer Relationship Specialist (Australian Voice).Permanent Work from Office on all days - Australian Business Hours (2 : 30 am / 3 : 30 am IST till 11 : 30 am and 12 : 30 pm) - Holidays are ...Show moreLast updated: 26 days ago
- Promoted
Customer Service Manager or Analyst
ConfidentialIndia We are looking for a technically savvy customer success manager who possesses a strong drive for results.Duties for the customer success manager will include a broad range of tasks such as maintain...Show moreLast updated: 19 days ago
Customer Service Manager
CrewBloomINRemote
Quick Apply
- Promoted
Asst Manager - Sales and Service Delivery
Medialogic Solutions Pvt LtdIndia Job description This is a supervisory position reporting to top management and requires excellent management of people and processes to deliver key results for the organization.High performing indi...Show moreLast updated: 17 days ago
- Promoted
Fresher Non voice
JobsFlixNagpur, IN Specific responsibilities include reporting metrics, analyzing methodologies, suggesting operation improvements, and building proposal evaluations in a cross-functional environment.Build cross-func...Show moreLast updated: 5 days ago