Assistant Manager-Customer Service

Responsibilities

• Key Performance Indicators (KPIs)
• AHT (Average Handle Time): Ensure team meets defined AHT targets while maintaining service quality
• CSAT (Customer Satisfaction Score): Drive high customer satisfaction through superior service delivery (target-driven)
• ESF (Efficiency / Service Fulfilment): Ensure adherence to productivity and service level expectations at daily and monthly levels
• Quality Scores: Maintain high QA scores through compliance with SOPs, accuracy, and call handling standards
• Schedule Adherence: Ensure team meets adherence and attendance targets
• First Call Resolution (FCR): Maximize resolution of customer queries in the first interaction
• Shrinkage Control: Monitor and manage planned/unplanned shrinkage within acceptable limits
• Attrition & Engagement: Maintain healthy attrition levels and drive team engagement initiatives
• Required Skills
• Strong people management and leadership skills
• Excellent communication skills (fluent English with neutral accent)
• Customer-first mindset with strong problem-solving ability
• Ability to manage high-pressure situations and dynamic volumes
• Strong analytical skills with experience in performance reporting
• Stakeholder management and client interaction experience
• Ability to drive team motivation, engagement, and productivity
• Key Performance Indicators (KPIs) - AHT (Average Handle Time): Ensure team meets defined AHT targets while maintaining service quality - CSAT (Customer Satisfaction Score): Drive high customer satisfaction through superior service delivery (target-driven) - ESF (Efficiency / Service Fulfilment): Ensure adherence to productivity and service level expectations at daily and monthly levels - Quality Scores: Maintain high QA scores through compliance with SOPs, accuracy, and call handling standards - Schedule Adherence: Ensure team meets adherence and attendance targets - First Call Resolution (FCR): Maximize resolution of customer queries in the first interaction - Shrinkage Control: Monitor and manage planned/unplanned shrinkage within acceptable limits - Attrition & Engagement: Maintain healthy attrition levels and drive team engagement initiatives Required Skills - Strong people management and leadership skills - Excellent communication skills (fluent English with neutral accent) - Customer-first mindset with strong problem-solving ability - Ability to manage high-pressure situations and dynamic volumes - Strong analytical skills with experience in performance reporting - Stakeholder management and client interaction experience - Ability to drive team motivation, engagement, and productivity