Assistant Manager

Job Summary

Assistant Manager Jobs in Bangalore | BPO Customer Success Assistant Manager - Hair Wellness Customer Support Operations - Bangalore, India

Are you looking for Assistant Manager jobs in Bangalore, Customer Success jobs in Bangalore, Operations Manager jobs, Customer Support Manager jobs, or leadership opportunities in a fast-growing customer-focused organization Fusion CX is hiring an Assistant Manager - Customer Success Operations to lead large-scale customer engagement teams and drive operational excellence.

This opportunity is ideal for experienced customer success, customer support, operations, and team management professionals who are passionate about building high-performing teams, improving customer satisfaction, and delivering measurable business outcomes. If you thrive in a fast-paced environment where customer experience, team leadership, and operational performance go hand in hand, this role offers an excellent opportunity to accelerate your career. We are actively hiring and encourage immediate joiners to apply.

About the Role

As an Assistant Manager - Customer Success Operations, you will lead and manage a large team of telecalling and chat support professionals while driving key customer experience and operational performance metrics. You will be responsible for team performance, workforce planning, hiring, training, stakeholder management, process improvements, and customer satisfaction outcomes. This Assistant Manager role requires strong leadership capabilities, analytical thinking, customer-centric decision-making, and the ability to drive performance across large teams while fostering a positive and high-performance culture.

Key Responsibilities

Team Leadership Operations Management

• Lead a large team of telecalling and chat agents.
• Lead and completely own day-to-day operations.
• Drive manpower planning, hiring, training, and culture development initiatives.
• Build a positive, motivational culture and drive business outcomes.
• Ensure proper training and development of all agents.

Performance Management

• Define, monitor, and improve key KPIs for the entire team, including:
  • Number of Calls
  • Talk Time
  • CSAT (Customer Satisfaction)
  • Quality of Interaction
  • Retention Percentage
• Interpret and analyze performance data to identify opportunities for improvement in customer satisfaction, productivity, and quality metrics.
• Conduct performance evaluations based on KPIs and provide regular feedback and appraisal support.

Process Improvement Strategy

• Identify people, process, and technology initiatives to improve agent KPIs.
• Develop and implement strategies to improve team performance, motivation, and overall productivity.
• Draft and implement operational policies, including:
  • Attendance Policies
  • KPI Frameworks
  • Incentive Structures
  • Performance Improvement Policies

Stakeholder Management

• Work closely with cross-functional teams, including technology and content teams, to drive operational improvements and technology initiatives.
• Ensure smooth business-as-usual operations by helping resolve operational and technology-related issues.
• Manage stakeholders across the organization and support strategic initiatives.

Workforce Planning Talent Management

• Lead manpower planning activities.
• Define roles and responsibilities for new hires.
• Participate in interviews, hiring decisions, and candidate assessments.
• Support organizational growth through effective workforce planning and team development.

Job Requirements

Education

• Bachelor s Degree in Engineering, Business, Marketing, Computer Science, or a related field.

Experience

• 4-5 years of experience in Customer Success Management.
• Experience leading large teams within customer support, customer success, tele calling, chat support, sales operations, or customer operations environments.
• Previous experience managing large teams (More than a hundred agents) is highly preferred.
• Experience in tele-calling operations is a strong advantage for this Assistant Manager role.

Skills Competencies

• Strong customer support and customer success orientation with a consultative approach to customer interactions.
• Customer satisfaction (CSAT) focused mindset.
• High ownership and outcome-driven approach.
• Ability to drive independent initiatives.
• Strong leadership and people management capabilities.
• In-depth knowledge of operational performance metrics and KPIs.
• Advanced Excel skills with the ability to analyze large datasets.
• Proven ability to work independently and meet deadlines.
• Excellent analytical and problem-solving abilities.
• Strong communication and stakeholder management skills.
• Positive attitude and strong willingness to learn.

Technical Skills

• Advanced Microsoft Excel proficiency.
• Experience working with CRM platforms such as:
  • Salesforce
  • Gainsight
• Comfortable working with operational dashboards, performance reports, and customer success metrics.

Work Details

• Location: Bangalore, India
• Work Mode: Work From Office (WFO)
• Domestic Process
• Immediate Joiners Preferred

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