Assistant Manager Job Vacancy in Kolkata | Retail Support Assistant Manager - Retail Voice Operations (WFO, Kolkata)
If you are seeking an assistant manager job vacancy in Kolkata where operational leadership and team performance ownership define your day, this prospect at Fusion CX is built for you. Fusion CX is hiring an Assistant Manager - Voice Operations to manage frontline teams, drive process adherence, and deliver consistent service quality across a high-volume ecommerce voice support program. For professionals exploring operations leadership roles in Kolkata with real accountability and growth visibility, this is your next move.
About the Role
You will lead a team of Customer Service Associates handling inbound voice interactions, ensuring KPIs, quality benchmarks, and operational standards are consistently met through hands-on coaching, data-driven decisions, and cross-functional collaboration.
Key Responsibilities
- Lead, coach, and develop a team of Customer Service Associates to achieve KPIs, including quality scores, AHT, CSAT, FCR, and schedule adherence.
- Monitor real-time floor activity and intervene proactively to maintain service level targets.
- Manage escalations effectively within defined timelines and protocols.
- Identify performance trends, conduct root cause analysis, and present corrective action plans to operations leadership.
- Ensure full team adherence to process SOPs, quality frameworks, and compliance standards.
- Partner with Training and Quality teams to address skill gaps and drive continuous improvement.
- Track and report daily, weekly, and monthly performance metrics accurately.
*Responsibilities may evolve based on operational requirements.*
Job Requirements
Education
- Graduation from a recognized institution.
Experience Skills
- Minimum 1 year of experience as an Assistant Manager in a voice-based contact center environment.
- OR minimum 2 years of experience as a Team Leader in a voice-based contact cent