Assistant Manager - International Operations

Role & responsibilities

• Manage day-to-day operations for an International Customer Support process.
• Handle and monitor inbound customer interactions through Voice, Email and Chat channels, with approximately 85% Voice and 15% Email support.
• Ensure timely and effective resolution of customer queries, concerns and escalations.
• Monitor team performance and ensure achievement of defined SLAs, productivity, quality and customer service targets.
• Ensure consistent adherence to contractual Service Level Agreements and process guidelines.
• Analyze operational reports and customer interaction data to identify performance gaps and improvement opportunities.
• Handle complex customer issues and escalations while ensuring appropriate and timely resolution.
• Ensure effective use of CRM, customer support tools and other process applications.
• Work closely with internal teams and stakeholders to resolve operational issues and improve service delivery.
• Coach and support team members to improve productivity, quality and customer satisfaction.
• Ensure compliance with standard operating procedures, company policies and client requirements.
• Drive continuous process improvement and maintain a high standard of customer experience.

Preferred candidate profile

• Minimum 2 years of experience as an Assistant Manager on paper is mandatory.
• Graduate qualification is mandatory.
• Candidates with experience in International Operations, International BPO or Contact Centre Operations will be preferred.
• Strong experience in inbound customer support through Voice, Email and Chat channels.
• Experience handling blended processes and customer-facing operations.
• Strong understanding of SLAs, productivity, quality and other operational metrics.
• Excellent problem-solving and analytical skills with the ability to resolve complex customer issues.
• Proficiency in CRM, customer support tools and relevant business applications.
• Strong communication, interpersonal and customer-handling skills.
• Experience in managing escalations and maintaining customer satisfaction.
• Knowledge of Visa Processing, Immigration, Travel or related international services will be an added advantage.
• Candidates should be willing to work from office in Ghansoli, Navi Mumbai.

Perks and benefits

• Salary package up to 9 LPA, based on experience and suitability.
• Opportunity to work in an International Operations environment.
• Exposure to international customers and blended Voice, Email and Chat processes.
• Opportunity to manage customer support operations and team performance.
• Career growth opportunities within Operations and Customer Experience functions.
• Exposure to international service processes and customer support operations.