Assistant Customer Service Manager-Voice
Policybazaar.comCochin, Republic Of India, IN26 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 • Cochin, Republic Of India, IN
Related jobs
BDA, BDM | 100% Remote | ₹4–6 LPA.Apply only if you’re serious about sales and confident you can qualify through OJT.Clear growth path : ₹15K to ₹1L / month potential within a year based on performanc...Show moreLast updated: 16 days ago
)
- Promoted
VoicePlug - Client Success Manager - US Region
Voiceplug Inc, India Job Overview : We're seeking highly motivated Client Success professionals with experience in managing customer success, customer relationship management, account managemen...Show moreLast updated: 30+ days ago
- Promoted
Assistant Coach
Immanuel WilliamsNagpur, IN Assists the Personal Coach, by smartly and efficiently executing tasks and responsibilities, in Client accountability and Learning & Development initiatives for overall Business Excellence.This inc...Show moreLast updated: 30+ days ago
- Promoted
BDT | BDA, Sr. BDA, BDM | 100% Remote | ₹4–6 LPA
EnrolVia | The Bridge From Learning To EarningNagpur, INRemote
- Promoted
Customer Service Assistant
WHACK Sportsnagpur, India As the first point of contact for many of our customers, you’ll be responsible for ensuring every interaction is helpful, friendly, and fast.
You’ll also support our team behind the scenes with admi...Show moreLast updated: 9 days ago
- Promoted
Customer Service Officer / Sales
EcoOriginNagpur, IN We're looking for an extroverted, outspoken salesperson who's confident, assertive, and not easily negotiated down.Engage with potential customers through various channels (phone, email, face-to-fa...Show moreLast updated: 30+ days ago
- Promoted
Programmatic Ads Manager
Texonica MarketingNagpur, IN Are you passionate about programmatic advertising and looking for a flexible, part-time work-from-home role?.Texonica Marketing is growing, and we want to connect with experienced programmatic pros...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
Audio Transcribers
Innodata Inc.Nagpur, IN We’re Hiring : Freelance Transcribers.English audio files (primarily podcast episodes).Listen to and transcribe audio files with high accuracy and attention to detail.
Follow specific formatting and ...Show moreLast updated: 6 days ago
- Promoted
SAP BODS
Tata Consultancy ServicesNagpur, IN Excellent work experience with data migration using SAP BODS including experience on interface, IDocs, Batch Jobs, basic knowledge of ABAP debugging and very good understanding on SAP function modu...Show moreLast updated: 16 days ago
- Promoted
Quality Assurance Auditor
K3-Innovations, Inc.Nagpur, IN Job Title : Clinical Quality Compliance Manager.Location : Bengaluru, Karnataka, India.QA / Compliance Director or Clinical Operations Director.
Clinical Site Auditor to ensure compliance and quality at...Show moreLast updated: 14 days ago
- Promoted
Unit Medical Services Head- Bangalore
Manipal Hospitals (MHEPL)Nagpur, IN Provides clinical and administrative direction for the clinical operation of medical departments and services.Responsible for the co-ordination and oversight of all medical care and support clinica...Show moreLast updated: 16 days ago
- Promoted
Customer Service Specialist
Selections HR Services Private LimitedNagpur, IN We’re looking for a dedicated and customer-focused.In this role, you’ll be the first point of contact for our customers — providing timely, accurate, and empathetic support via.You’ll play a key pa...Show moreLast updated: 6 days ago
- Promoted
Data Collectors - iPhone Users
Datavio.aiNagpur, IN Voice Recording Specialists Needed!.We are looking for resources to participate in a voice recording project.This task involves recording short phrases with names in different environments using ou...Show moreLast updated: 30+ days ago
- Promoted
Customer Service Representative
Bright MoneyNagpur, IN Americans get out of debt, with the power of data science and machine learning.It is a mobile app that combines all the tools and tech needed to manage and get rid of debt.Bright’s tools include cr...Show moreLast updated: 30+ days ago
- Promoted
- New!
Head – Global Service Delivery (LR / MAH & Reg Operations)
vueverse.Nagpur, IN Head of Global Service Delivery (Remote).Medical Devices, Pharmaceuticals, and Consumer Goods.The role oversees diverse service lines —.
Legal Representation (LR / MAH / US Agent), Regulatory Operations...Show moreLast updated: 11 hours ago
- Promoted
Service manger
SANY GroupNagpur, IN Position Title : Service Manager.Work Location : India (Permanently based, must adapt to the local work and living environment).
Reporting to : Regional Service Director.Language Requirements : Fluent i...Show moreLast updated: 16 days ago
- Promoted
E-Commerce Automotive Spare Parts Customer Service Representative
Newparts, Inc.Nagpur, IN Job Description : Automotive Customer Service Representative.Location : Remote (North American Hours).Desired Skills and Experience : .
Bachelor's degree in Engineering.Automobile Spare Parts / Automobi...Show moreLast updated: 30+ days ago
- Promoted
Outsourcing Manager
RevolutNagpur, IN People deserve more from their money.More visibility, more control, and more freedom.Since 2015, Revolut has been on a mission to deliver just that.
Our powerhouse of products — including spending, ...Show moreLast updated: 13 days ago