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Assistant Customer Service Manager-Voice

Policybazaar.comKochi, Kerala, India

1 day ago

Job description

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

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.

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 9934827654 or email at Sumankumari1@policybazaar.com. 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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Customer Service • Kochi, Kerala, India