We are hiring for Assistant Manager Operations Customer Service, Voice (International Process)

Location: Ghansoli, Navi Mumbai

Job Role:-

Lead and manage the International Premium Voice/Chat program, ensuring operational excellence, client KPI achievement, and superior customer experience. Responsible for team leadership, workforce planning, performance management, process improvement, quality compliance, and stakeholder management while driving productivity and operational efficiency.

Key Responsibilities:-

- Ensure operational excellence, SLA compliance, and achievement of business KPIs.
- Lead, coach, and develop high-performing teams within a customer-centric setting.
- Drive service excellence through effective stakeholder and client management.
- Monitor performance metrics and implement continuous improvement initiatives.
- Resolve operational challenges through data-driven decision-making and cross-functional collaboration.
- Ensure compliance with organizational policies, quality standards, and regulatory requirements.
- Identify opportunities to enhance efficiency, productivity, and customer experience.
- Support capability building through structured coaching, training, and development programs.





Criteria:-

- Graduation (any stream).
- Overall 6 years including 1 year experience as an Assistant Manager from any international inbound call center into customer service domain.
- Excellent leadership, coaching, and people management skills.
- Strong communication and interpersonal abilities.

Shift Timings: UK shifts (12 am to 12 pm) - 9.5 hours

Week Off: Saturday & Sunday fixed

If the above role aligns with your experience and skill set, please share your updated resume at [email protected] or connect with me on WhatsApp at (phone hidden).

Role: Assistant Manager, Industry Type: BPM / BPO, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Operations Education UG: Any Graduate read more

Key Skills Skills highlighted with ‘‘ are preferred keyskills Customer ServiceInternational Voice ProcessCSATPeople Management SkillsClient Management BPOVoice ProcessInboundCustomer CareInternational BPOUS ProcessUK ProcessCustomer SupportAhtShrinkageAttritionSLAPerformance ManagementEscalationsQuery Resolution

📌 Assistant Manager - International Process (Customer Service - Voice) (Navi Mumbai)
🏢 Hexaware Technologies
📍 Navi Mumbai