Department: Contact Center

Experience: 4–5 Years

Job Location: Banjara Hills, Hyderabad

Salary: Upto 5L p.a.

Job Summary

Aptronix is looking for a proactive and performance-driven Assistant Contact CenterManager with 4–5 years of experience in team handling, preferably in retail, consumer electronics, or customer service operations. The candidate will be responsible for managing day-to-day contact center operations, leading customer service executives, monitoring performance metrics, and ensuring an excellent customer experience across customer interactions and service requests.

Key Responsibilities

1. Team Management & Leadership

- Lead, mentor, and motivate a team of Contact Center Executives to achieve individual and team targets.
- Monitor daily attendance, productivity, schedule adherence, and overall team performance.

2. Contact Center Operations

- Manage daily inbound and outbound calls, customer queries, follow-ups, and service-related requests.
- Ensure timely resolution of customer concerns related to Apple products, purchases, warranties, repairs, and service appointments, as applicable.
- Monitor call quality, response time, resolution time, and customer satisfaction.
- Ensure proper documentation and accurate updating of customer interactions in CRM or ticketing systems.

3. Customer Experience & Escalation Management

- Handle complex customer complaints and escalations professionally and within defined timelines.
- Ensure a consistent, customer-centric experience aligned with Aptronix service standards.
- Coordinate with retail stores, service centers, sales teams, and other internal departments to resolve customer issues.
- Identify recurring customer concerns and recommend process improvements.

4. Performance Monitoring & Reporting

- Track key performance indicators (KPIs),



including:

o Customer Satisfaction (CSAT)

o First Call Resolution (FCR)

o Average Handling Time (AHT)

o Call Quality Scores o Service Level and Response Time o Lead Conversion and Follow-up Effectiveness, wherever applicable o Team Productivity and Attendance

- Prepare daily, weekly, and monthly performance reports.
- Analyse performance gaps and implement corrective action plans to achieve operational targets.

5. Process Improvement & Compliance

- Ensure adherence to company policies, standard operating procedures, and customer service guidelines.
- Maintain quality standards in customer communication and complaint handling.
- Identify opportunities to improve workflows, reduce repeat calls, and enhance customer satisfaction.
- Maintain confidentiality and accuracy of customer data.

Eligibility Criteria

- Graduate in any discipline; a relevant qualification in business administration or customer service is preferred.
- 4–5 years of overall experience, with proven experience in team handling within a contact center, customer support, or customer service operations & should have Strong hands-on-experience on using Pivot, V-lookup, H-lookup and can create basic reports and data mapping.
- Prior experience in retail, consumer electronics, mobile devices, or premium customer service is preferred.
- Solid leadership, communication, problem-solving, and escalation-handling skills.
- Working knowledge of CRM tools, ticketing systems, MS Excel, and performance reporting.
- Ability to work in a fast-paced, target-driven environment and manage multiple priorities.

Key Competencies

- Team Leadership and People Management
- Customer Relationship Management
- Analytical and Reporting Skills
- Conflict Resolution and Decision-Making
- Strong Verbal and Written Communication

📌 Assistant Manager- Contact Centre (Hyderabad)
🏢 Aptronix India
📍 Hyderabad