Assistant Customer Service Manager (Walk-In Interview )

Job descriptionJob Title: Assistant Manager Customer Service (Inbound Voice Process, B2C)Work Location: Hyderabad (onsite role).Department: Customer Support / Contact CenterReports to: Manager / Operations HeadJob Summary:We are seeking an experienced Assistant Manager Customer Service to oversee a team of 20+ inbound customer service executives in a B2C voice process environment. The role involves driving service excellence, ensuring process compliance, handling escalations, and mentoring the team to deliver superior customer experiences.Key Responsibilities:Team Leadership & ManagementLead, coach, and manage a team of 20+ customer service associates.Monitor daily performance, ensure adherence to schedules, and manage workforce planning.Conduct performance reviews, one-on-one discussions, and team huddles.Customer Service DeliveryEnsure timely and professional resolution of inbound customer queries and complaints.Handle escalations and ensure first call resolution (FCR).Maintain key SLAs including AHT, CSAT, NPS, and quality scores.Performance & ReportingTrack and analyze team performance against KPIs.Prepare daily/weekly/monthly MIS and share insights with management.Identify improvement areas and implement corrective measures.Process Excellence & ComplianceEnsure process adherence, quality standards, and compliance with company policies.Collaborate with training and quality teams to upskill team members.Drive continuous improvement initiatives to enhance customer experience.Employee Engagement & DevelopmentSupport hiring, onboarding, and training of new associates.Motivate team members through recognition programs and engagement activities.Develop high-potential employees for future leadership roles.Key Skills & Competencies:Strong leadership and team-handling ability (20+ associates).Excellent communication and interpersonal skills.Knowledge of call center KPIs: AHT, FCR, CSAT, NPS, Attrition, Shrinkage.Problem-solving and conflict management skills.Proficiency in MS Excel, MIS reporting, and call center tools/CRM.Qualifications & Experience:Graduate in any discipline.5-7 years of experience in customer service (Inbound Voice, B2C).Minimum 2–3years of experience in team handling (30+ members).Exposure to BPO / BFSI / Telecom / E-commerce industries preferred.Work Location: Hyderabad & Kochi (onsite role).If you or someone you know fits the bill, drop your CV at Sumankumari1@policybazaar.comor 9934827654Let’s connect and build something amazing together!