Assistant Manager - Customer Service

An Assistant Manager - Customer Service is responsible for overseeing and managing the day-to-day operations of a customer service team, specifically handling voice-based communication with customers (via phone, VoIP, or other voice communication platforms). The role involves ensuring that customer service representatives meet performance and quality standards, providing guidance and training, and ensuring customer satisfaction.

Team Leadership & Supervision:

• Lead, mentor, and manage a team of customer service agents in a voice process environment.
• Set clear performance expectations and ensure they are met.
• Foster a positive and productive work environment.
• Provide regular feedback and conduct performance reviews for team members.

Process Optimization & Quality Assurance:

• Monitor call metrics, service levels, and team performance to ensure high-quality customer service.
• Implement improvements in processes to streamline operations and enhance productivity.
• Oversee quality assurance activities, ensuring calls and interactions meet company standards for customer service.
• Perform regular audits and ensure that compliance regulations are followed.

Customer Satisfaction:

• Ensure customer issues and complaints are handled effectively and efficiently.
• Resolve escalated customer issues and ensure a high level of customer satisfaction.
• Analyze customer feedback to identify trends and areas for improvement.

Training & Development:

• Organize and deliver training sessions for new hires and existing staff to improve skills and knowledge.
• Develop and implement training programs that enhance the voice process capabilities of the team.
• Keep the team up-to-date on product/service updates and industry best practices.

Performance Analysis & Reporting:

• Analyze key performance indicators (KPIs) such as call volume, average handling time, first call resolution, and customer satisfaction scores.
• Prepare and present regular performance reports to senior management.
• Use data-driven insights to recommend strategies for improving team performance and customer satisfaction.

Operational Strategy & Execution:

• Develop and implement operational strategies to achieve team and business goals.
• Ensure adherence to company policies and standards.
• Manage schedules, shifts, and resources to ensure adequate coverage for voice-based customer interactions.

Collaboration & Communication:

• Collaborate with other departments (HR, Sales, IT, Training, etc.) to ensure smooth operations and effective issue resolution.
• Communicate effectively with senior management to align customer service objectives with broader business goals.

Technology Management:

• Ensure that the voice infrastructure, software, and hardware systems are functioning optimally.
• Work closely with the IT department to resolve technical issues related to voice services.

Experience:

• Minimum 3 years of experience in customer service, with at least 1-2 years in a TL / managerial role.
• Proven experience in managing avoice process operations.

Leadership:

• Strong leadership and team management skills.
• Ability to motivate and drive team performance.

Communication:

• Excellent verbal and written communication skills.
• Ability to interact effectively with both customers and internal teams.
• Language - Fluent English and Kannada

Problem-Solving:

• Strong analytical and problem-solving abilities, particularly in resolving customer issues.