Job Description
Job Description: Assistant Manager – Customer Service (Blended
nProcess)
nJob Title: Assistant Manager – Customer Service (Blended Process)
nDepartment: Customer Service / Operations
nReports To: Operations Manager
nLocation: Turbhe, Navi Mumbai
nEmployment Type: Full time
nJob Summary
nThe Assistant Manager – Customer Service (Blended Process) is responsible for
nleading and managing a team handling both voice and non-voice customer
ninteractions. The role focuses on delivering exceptional customer experiences,
nachieving operational KPIs, coaching team members, and driving continuous process
nimprovements while ensuring compliance with company policies and quality
nstandards.
nKey Responsibilities
n Lead, mentor, and manage a team of customer service executives handling voice, email, chat,
nand other digital support channels.
n Monitor team performance and ensure achievement of key metrics such as SLA, CSAT,
nQuality, Productivity, AHT, FCR, and Attendance.
n Conduct regular coaching sessions, performance reviews,



and development plans for team
nmembers.
n Handle customer escalations and provide timely resolutions while maintaining high customer
nsatisfaction.
n Analyse operational reports and identify trends to improve service delivery and operational
nefficiency.
n Collaborate with Quality, Training, Workforce Management, and other support functions to
nachieve business objectives.
n Ensure adherence to company policies, compliance requirements, and standard operating
nprocedures.
n Drive employee engagement, motivation, and retention initiatives.
n Prepare daily, weekly, and monthly MIS reports and present performance updates to
nstakeholders.
n Support recruitment, onboarding, and training of new team members.
n Participate in process improvement initiatives and implement best practices to enhance
ncustomer experience.
nRequired Qualifications
n Bachelor's degree in any discipline (Master's degree

📌 Assistant Manager (Mumbai)
🏢 1POINT1
📍 Mumbai