Job Description

Job Description: Assistant Manager – Customer Service (Blended

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Process)

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Job Title: Assistant Manager – Customer Service (Blended Process)

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Department: Customer Service / Operations

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Reports To: Operations Manager

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Location: Turbhe, Navi Mumbai

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Employment Type: Full-time

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Job Summary

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The Assistant Manager – Customer Service (Blended Process) is responsible for

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leading and managing a team handling both voice and non-voice customer

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interactions. The role focuses on delivering exceptional customer experiences,

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achieving operational KPIs, coaching team members, and driving continuous process

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improvements while ensuring compliance with company policies and quality

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standards.

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Key Responsibilities

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 Lead, mentor, and manage a team of customer service executives handling voice, email, chat,

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and other digital support channels.

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 Monitor team performance and ensure achievement of key metrics such as SLA, CSAT,

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Quality, Productivity, AHT, FCR, and Attendance.

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 Conduct regular coaching sessions, performance reviews, and development plans for team

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members.

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 Handle customer escalations and provide timely resolutions while maintaining high customer

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satisfaction.

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 Analyse operational reports and identify trends to improve service delivery and operational

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efficiency.

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 Collaborate with Quality, Training, Workforce Management, and other support functions to

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achieve business objectives.

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 Ensure adherence to company policies, compliance requirements, and standard operating

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procedures.

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 Drive employee engagement, motivation, and retention initiatives.

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 Prepare daily, weekly, and monthly MIS reports and present performance updates to

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stakeholders.

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 Support recruitment, onboarding, and training of current team members.

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 Participate in process improvement initiatives and implement best practices to enhance

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customer experience.

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Required Qualifications

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 Bachelor's degree in any discipline (Master's degree preferred).

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 4–7 years of experience in BPO/Customer Service, with at least 1–2 years in a Team Leader

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or Assistant Manager role.

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 Experience managing blended (voice and non-voice) customer support operations.

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 Strong leadership, coaching, and people management skills.

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 Excellent verbal and written communication skills.

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 Proficiency in MS Office, particularly Excel and PowerPoint.

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 Experience with CRM platforms and customer service tools.

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 Ability to analyse data and make informed operational decisions.

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 Flexibility to work in rotational shifts, weekends, and holidays as required.

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Key Skills

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 Team Management

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 Customer Relationship Management

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 Stakeholder Management

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 Performance Management

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 Conflict Resolution

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 Coaching & Mentoring

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 Data Analysis & Reporting

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 Problem Solving

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 Process Improvement

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 Time Management

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 Communication & Presentation Skills

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Key Performance Indicators (KPIs)

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 Customer Satisfaction (CSAT)

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 Service Level Agreement (SLA) Adherence

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 Quality Score

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 Average Handling Time (AHT)

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 First Contact Resolution (FCR)

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 Productivity & Utilisation

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 Employee Engagement

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 Attrition & Absenteeism

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 Escalation Management

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 Compliance Adherence

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Preferred Experience

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 Experience in domestic or international customer service operations.

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 Exposure to workforce management and quality frameworks.

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