Job Description Job Description: Assistant Manager – Customer Service (Blended
n Process)
n Job Title: Assistant Manager – Customer Service (Blended Process)
n Department: Customer Service / Operations
n Reports To: Operations Manager
n Location: Turbhe, Navi Mumbai
n Employment Type: Full time
n Job Summary
n The Assistant Manager – Customer Service (Blended Process) is responsible for
n leading and managing a team handling both voice and non-voice customer
n interactions. The role focuses on delivering exceptional customer experiences,
n achieving operational KPIs, coaching team members, and driving continuous process
n improvements while ensuring compliance with company policies and quality
n standards.
n Key Responsibilities
n  Lead, mentor, and manage a team of customer service executives handling voice, email, chat,
n and other digital support channels.
n  Monitor team performance and ensure achievement of key metrics such as SLA, CSAT,
n Quality, Productivity, AHT, FCR, and Attendance.
n  Conduct regular coaching sessions, performance reviews, and development plans for team
n members.
n  Handle customer escalations and provide timely resolutions while maintaining high customer
n satisfaction.
n  Analyse operational reports and identify trends to improve service delivery and operational
n efficiency.
n  Collaborate with Quality, Training, Workforce Management, and other support functions to
n achieve business objectives.
n  Ensure adherence to company policies, compliance requirements, and standard operating
n procedures.
n  Drive employee engagement, motivation, and retention initiatives.
n  Prepare daily, weekly, and monthly MIS reports and present performance updates to
n stakeholders.




n  Support recruitment, onboarding, and training of new team members.
n  Participate in process improvement initiatives and implement best practices to enhance
n customer experience.
n Required Qualifications
n  Bachelor's degree in any discipline (Master's degree preferred).
n  4–7 years of experience in BPO/Customer Service, with at least 1–2 years in a Team Leader
n or Assistant Manager role.
n  Experience managing blended (voice and non-voice) customer support operations.
n  Strong leadership, coaching, and people management skills.
n  Excellent verbal and written communication skills.
n  Proficiency in MS Office, particularly Excel and PowerPoint.
n  Experience with CRM platforms and customer service tools.
n  Ability to analyse data and make informed operational decisions.
n  Flexibility to work in rotational shifts, weekends, and holidays as required.
n Key Skills
n  Team Management
n  Customer Relationship Management
n  Stakeholder Management
n  Performance Management
n  Conflict Resolution
n  Coaching & Mentoring
n  Data Analysis & Reporting
n  Problem Solving
n  Process Improvement
n  Time Management
n  Communication & Presentation Skills
n Key Performance Indicators (KPIs)
n  Customer Satisfaction (CSAT)
n  Service Level Agreement (SLA) Adherence
n  Quality Score
n  Average Handling Time (AHT)
n  First Contact Resolution (FCR)
n  Productivity & Utilisation
n  Employee Engagement
n  Attrition & Absenteeism
n  Escalation Management
n  Compliance Adherence
n Preferred Experience
n  Experience in domestic or international customer service operations.
n  Exposure to workforce management and quality frameworks.

📌 Assistant Manager - Customer Service (Mumbai)
🏢 1POINT1
📍 Mumbai