Managing a team of customer service representatives Developing and implementing customer service policies Meeting call center targets Training new staff members Monitoring calls/admin tasks to identify areas for improvement Setting goals, monitoring challenges and working to motivate team members to offer exceptional customer service Resolving any customer issues or other call center problems that occur Analyzing call center data Focusing on improving performance and processes in an effort to better support customers

Responsibilities

Key Roles and Responsibilities

- Team Leadership and Management

Lead, motivate and support a team of call centre advisors.

Set clear performance expectations, objectives and targets.

Conduct regular team briefings and one-to-one meetings.

Promote teamwork, accountability and a positive working workplace.

Manage attendance, punctuality, holidays and staff performance.

- Performance Management

Monitor individual and team performance against KPIs.

Track key metrics such as:

Average Handling Time (AHT).

Customer Satisfaction (CSAT).

First Contact Resolution (FCR).

Quality Assurance (QA) scores.

Service Level and call response times.

Adherence to schedules and occupancy.

Identify performance gaps and implement improvement plans.

Provide regular feedback and recognise high performance.

- Customer Service and Quality Assurance

Ensure the team delivers professional, consistent and high-quality customer service.

Monitor calls and review interactions for quality and compliance.

Handle escalated customer complaints and complex queries.

Ensure customer issues are resolved promptly and effectively.

Identify recurring customer concerns and recommend service improvements.

- Coaching, Training and Development

Conduct coaching sessions to improve advisors' skills and confidence.

Identify training needs and organise refresher training.

Support new employees during onboarding and induction.





Develop individual performance improvement plans where necessary.

Identify employees with potential for career progression.

- Operational Management

Ensure adequate staffing and effective allocation of workloads.

Monitor call volumes, waiting times and service levels.

Work closely with workforce management to manage schedules and breaks.

Respond to unexpected increases in call volumes or staff shortages.

Ensure daily operations run smoothly and targets are achieved.

- Reporting and Analysis

Prepare daily, weekly and monthly performance reports.

Analyse KPI trends and identify areas for improvement.

Communicate team results, challenges and achievements to senior management.

Develop action plans to address underperformance.

Use data to improve productivity, customer experience and operational efficiency.

- Compliance and Risk Management

Ensure advisors follow company policies, procedures and scripts where required.

Maintain compliance with data protection requirements, including UK GDPR where applicable.

Ensure customer information is handled securely and confidentially.

Follow regulatory and industry-specific requirements.

Identify operational risks and escalate serious issues appropriately.

- Employee Engagement and Wellbeing

Build strong relationships with team members.

Maintain team morale and encourage open communication.

Recognise achievements and reward positive contributions.

Address employee concerns, conflicts and grievances fairly.

Support employee wellbeing and promote a healthy working environment.

- Continuous Improvement

Identify opportunities to improve call handling processes and customer journeys.

Reduce repeat calls, avoidable errors and unnecessary escalations.

Share best practices across the team.

Work with other departments to resolve recurring operational issues.

Implement changes that improve efficiency without compromising service quality.

Qualifications

Bachelor's Degree

📌 Assistant Manager (Pune)
🏢 EXL
📍 Pune