Assistant Manager

Job Summary

You will lead a team of Customer Service Associates handling inbound voice interactions, ensuring KPIs, quality benchmarks, and operational standards are consistently met through hands-on coaching, data-driven decisions, and cross-functional collaboration.

Key Responsibilities

• Lead, coach, and develop a team of Customer Service Associates to achieve KPIs, including quality scores, AHT, CSAT, FCR, and schedule adherence.
• Monitor real-time floor activity and intervene proactively to maintain service level targets.
• Manage escalations effectively within defined timelines and protocols.
• Identify performance trends, conduct root cause analysis, and present corrective action plans to operations leadership.
• Ensure full team adherence to process SOPs, quality frameworks, and compliance standards.
• Partner with Training and Quality teams to address skill gaps and drive continuous improvement.
• Track and report daily, weekly, and monthly performance metrics accurately.

Responsibilities may evolve based on operational requirements.

Job Requirements

Education

• Graduation from a recognized institution.

Experience Skills

• Minimum 1 year of experience as an Assistant Manager in a voice-based contact center environment.
• OR minimum 2 years of experience as a Team Leader in a voice-based contact center environment.
• Strong people management and frontline coaching capabilities.
• Proven ability to drive KPI performance across quality, productivity, and customer satisfaction metrics.
• Solid understanding of contact center operations, including AHT, CSAT, FCR, and shrinkage management.
• Proficiency in Microsoft Excel and reporting tools.

Language Communication Requirements

• Strong verbal and written communication skills in English required.

Other Requirements

• This is an onsite role.
• Work Mode: Work From Office (WFO).

Location: Kolkata, India

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