Asst. Manager(US Inbound)

Location: Infopark,Kochi, Kerala*

Experience: Minimum 5 Years in BPO Inbound Voice, including 2 Years in Team Handling (Mandatory)

Qualification: Bachelor's Degree (Mandatory)

Salary: Up to ₹8 LPA*

Shift: Night Shift | Monday to Friday

Requirements:

- Minimum 5 years of experience in a BPO Inbound Voice Process.
- Minimum 2 years of hands-on team handling experience in BPO operations.
- Bachelor's Degree is mandatory.
- Experience in inbound voice
- Strong understanding of SLA, KPI, AHT, CSAT, attrition, and shrinkage management.
- Proven experience in team performance monitoring, coaching, and escalation handling.
- Excellent leadership, communication, and problem-solving skills.
- Willingness to work night shifts

Responsibilities

- Lead and manage a team of customer service executives in an inbound voice process.
- Monitor daily call performance, productivity, quality, and team targets.
- Ensure adherence to SLAs, KPIs, and client requirements.
- Conduct call audits,



coaching sessions, and performance reviews.
- Handle customer escalations and resolve critical issues.
- Monitor and control team attrition, shrinkage, and attendance.
- Prepare daily and weekly MIS and performance reports.

Pay: ₹50,000.00 - ₹65,000.00 per month

Perks

- Commuter assistance
- Health insurance
- Life insurance

Ability to commute/relocate:
- Infopark-Kochi, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
- What team size did you manage, which SLAs/KPIs were you responsible for, and what were your average monthly attrition and shrinkage percentages?

Experience:
- US Inbound Voice: 5 years (Required)
- Team leading: 3 years (Required)

License/Certification:
- Graduation (Required)

Work Location: In person

📌 Asst. Manager(US Inbound) (Kochi)
🏢 NSK Logistics
📍 Kochi