Assistant Manager – International Voice Process (Inbound Customer Care)

Assistant Manager – International Voice Process (Inbound Customer Care) 

Location: Pune (Magarpatta)
Experience: 4–8 Years
Notice Period: 30 Days
Shift: UK Shift (could be rational too)  

Job Description:

We are looking for an experienced Assistant Manager to lead an international inbound customer care process, managing voice, email and chat operations. The role involves driving operational excellence, customer satisfaction and people performance while managing a team of 15–20+ agents.  

Key Responsibilities:

* Manage day-to-day inbound voice, email and chat operations.
* Drive CSAT, NPS and overall customer experience.
* Monitor and manage operational metrics including AHT, FCR, QA, SLA adherence, occupancy and productivity.
* Perform quartile management to identify performance gaps and drive targeted coaching.
* Proactively manage operational risks such as escalations, SLA breaches, attrition and compliance issues.
* Foster a high-performance, customer-centric team culture.
* Handle customer escalations with strong conflict management skills.
* Manage shrinkage, leave planning and schedule adherence.
* Define, track, and achieve KRAs, KPIs and operational targets.
* Coach, mentor and develop team members to achieve consistent performance.
* Prepare and present performance dashboards, reports and improvement plans to stakeholders.

Key Skills:

Inbound Customer Support, International Voice Process, Voice/Email/Chat Operations, CSAT & NPS, Operational Metrics (AHT, FCR, QA, SLA), Quartile Management, Risk Management, Shrinkage & Workforce Management, Conflict Resolution, KPI/KRA Management, Team Leadership