: Assistant Manager – Customer Service (Blended /n Process) /n Job Title: Assistant Manager – Customer Service (Blended Process) /n Department: Customer Service / Operations /n Reports To: Operations Manager /n Location: Turbhe, Navi Mumbai /n Employment Type: Full-time /n Job Summary /n The Assistant Manager – Customer Service (Blended Process) is responsible for /n leading and managing a team handling both voice and non-voice customer /n interactions. The role focuses on delivering exceptional customer experiences, /n achieving operational KPIs, coaching team members, and driving continuous process /n improvements while ensuring compliance with company policies and quality /n standards. /n Key Responsibilities /n  Lead, mentor, and manage a team of customer service executives handling voice, email, chat, /n and other digital support channels. /n  Monitor team performance and ensure achievement of key metrics such as SLA, CSAT, /n Quality, Productivity, AHT, FCR, and Attendance. /n  Conduct regular coaching sessions, performance reviews, and development plans for team /n members. /n  Handle customer escalations and provide timely resolutions while maintaining high customer /n satisfaction. /n  Analyse operational reports and identify trends to improve service delivery and operational /n efficiency. /n  Collaborate with Quality, Training, Workforce Management, and other support functions to /n achieve business objectives. /n  Ensure adherence to company policies, compliance requirements, and standard operating /n procedures. /n  Drive employee engagement, motivation, and retention initiatives. /n  Prepare daily, weekly, and monthly MIS reports and present performance updates to /n stakeholders. /n  Support recruitment, onboarding,



and training of new team members. /n  Participate in process improvement initiatives and implement best practices to enhance /n customer experience. /n Required Qualifications /n  Bachelor's degree in any discipline (Master's degree preferred). /n  4–7 years of experience in BPO/Customer Service, with at least 1–2 years in a Team Leader /n or Assistant Manager role. /n  Experience managing blended (voice and non-voice) customer support operations. /n  Solid leadership, coaching, and people management skills. /n  Excellent verbal and written communication skills. /n  Proficiency in MS Office, particularly Excel and PowerPoint. /n  Experience with CRM platforms and customer service tools. /n  Ability to analyse data and make informed operational decisions. /n  Flexibility to work in rotational shifts, weekends, and holidays as required. /n Key Skills /n  Team Management /n  Customer Relationship Management /n  Stakeholder Management /n  Performance Management /n  Conflict Resolution /n  Coaching &

• Mentoring /n  Data Analysis &

• Reporting /n  Problem Solving /n  Process Improvement /n  Time Management /n  Communication &

• Presentation Skills /n Key Performance Indicators (KPIs) /n  Customer Satisfaction (CSAT) /n  Service Level Agreement (SLA) Adherence /n  Quality Score /n  Average Handling Time (AHT) /n  First Contact Resolution (FCR) /n  Productivity &

• Utilisation /n  Employee Engagement /n  Attrition &

• Absenteeism /n  Escalation Management /n  Compliance Adherence /n Preferred Experience /n  Experience in domestic or international customer service operations. /n  Exposure to workforce management and quality frameworks.

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