: 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 recent 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.

📌 Assistant Manager – Customer Service (Amravati)
🏢 1POINT1
📍 Amravati