First Credit Services

Position: Assistant Manager - Operations

Language Requirement: Spanish language proficiency - Mandatory

Overall Experience: 5+ Years

Work Location: Pune, Kharadi

Job Summary

First Credit Services is seeking a seasoned Assistant Manager - Customer Service to lead large-scale contact

center operations. The role requires strong people leadership, service delivery excellence, and the ability to

manage high-volume customer interactions while meeting quality, productivity, and customer satisfaction benchmarks.

Key Responsibilities

- Manage end-to-end customer service operations across voice processes

- Lead and mentor large teams (200+ FTEs) including Team Leaders, Assistant Managers, and SMEs

- Drive key service metrics such as CSAT, NPS, AHT, FCR, productivity, and shrinkage

- Ensure adherence to SLAs, quality standards, and compliance requirements

- Partner with Quality, Training, WFM, and Support teams to improve agent performance and service outcomes

- Analyze MIS, dashboards, and customer insights to identify trends and implement corrective actions

- Conduct regular performance reviews with internal leadership and external stakeholders

- Drive continuous improvement initiatives, automation,



and best practices across operations

- Support transition, stabilization, and scaling of new processes

Required Skills & Competencies

- Strong background in customer service / contact center operations

- Proven capability in managing large, multi-layered teams

- Excellent stakeholder management, communication, and presentation skills

- Ability to drive operational efficiency while maintaining customer experience

Eligibility Criteria

- Minimum 5+ years of experience in Customer Service Operations

- At least 2+ years in a people management role (Assistant Manager)

- Experience in BPO/KPO, captive, or shared services workplace

- Exposure to BFSI, Telecom, E-commerce, or US/UK customer service processes preferred

Why Join First Credit Services

Opportunity to lead large-scale customer service operations in a stable and growing organization, offering competitive compensation and long-term career growth.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Manager - Operations (Spanish) (Pune)
🏢 First Credit ITES
📍 Pune