Assistant Manager - Customer Service

You are looking for a dedicated and experienced Assistant Manager in Customer Service to be a part of our thriving BPO team located in Shivaji Nagar, Bangalore. Your main responsibility will be to oversee day-to-day operations, ensure exceptional service delivery, and drive team performance to meet client expectations and organizational objectives. In this role, you will lead, mentor, and motivate a team of customer service representatives. You will be conducting regular team meetings, providing constructive feedback, and addressing any performance issues that may arise. Your duties will also include overseeing daily BPO operations to guarantee a seamless workflow and compliance with SLAs. By monitoring and analyzing performance metrics, you will be able to pinpoint areas for improvement and implement necessary changes. To ensure an excellent customer experience, you must uphold high-quality service standards, manage escalations effectively, and provide timely resolutions to customer issues. Additionally, organizing training sessions to enhance team skills and knowledge will be an essential part of your role. You will be responsible for preparing and presenting reports on team performance and operational efficiency. Sharing insights and recommendations with senior management for process optimization will play a crucial role in the continuous improvement of our operations. To qualify for this position, you should have a minimum of 4-6 years of experience in a BPO setting, with at least 2 years in a supervisory or assistant manager role. Strong leadership and team management skills, excellent communication and interpersonal abilities, proficiency in performance metrics analysis and reporting, as well as familiarity with CRM tools and call center technology are necessary for this role. A Bachelor's degree in any discipline is required. You should also be flexible to work in shifts as per business requirements, possess strong problem-solving skills, and be able to handle pressure effectively. In return, we offer a competitive salary, performance-based incentives, and the opportunity to work in a dynamic and growing organization. Professional development and growth opportunities will also be available to you in this full-time role. If you meet the requirements and are excited about this opportunity, we look forward to speaking with you.,