Job Description: 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/Custo

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