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 forleading and managing a team handling both voice and non-voice customerinteractions. The role focuses on delivering exceptional customer experiences,achieving operational KPIs, coaching team members, and driving continuous processimprovements while ensuring compliance with company policies and qualitystandards. 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 teammembers. Handle customer escalations and provide timely resolutions while maintaining high customersatisfaction. Analyse operational reports and identify trends to improve service delivery and operationalefficiency. Collaborate with Quality, Training, Workforce Management, and other support functions toachieve business objectives. Ensure adherence to company policies, compliance requirements, and standard operatingprocedures. Drive employee engagement, motivation, and retention initiatives. Prepare daily, weekly, and monthly MIS reports and present performance updates tostakeholders. Support recruitment, onboarding, and training of current team members. Participate in process improvement initiatives and implement best practices to enhancecustomer 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 Leaderor Assistant

📌 Assistant Manager (Navi Mumbai)
🏢 1POINT1
📍 Navi Mumbai