Roles and Responsibilities

- Manage customer support operations, ensuring timely resolution of customer queries and issues.

- Lead a team of customer service representatives, providing guidance on voice process, shrinkage reduction, and attrition management.

- Monitor CSAT scores to identify areas for improvement and implement strategies to enhance overall customer satisfaction.

- Oversee AHT (Average Handle Time) performance, implementing measures to optimize efficiency and reduce costs.

- Ensure compliance with domestic processes and procedures while handling international calls.

Desired Candidate Profile

- 5-10 years of experience in BPO/Call Centre environment with expertise in CSR/Customer Support roles.

- Strong leadership skills with ability to manage teams effectively.

- Excellent communication skills with proficiency in English language.

- Ability to work versatile shifts including night shifts as required by business needs.

- 1+ Years of Experience as an Assistant Manager in the customer support.

📌 Assistant Manager (Gurugram)
🏢 PolicyBazaar
📍 Gurugram