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
Robust 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 (India)
🏢 NSK Logistics
📍 India