Job Description Job Description: 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  Strong 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