Assistant Manager

Role & responsibilities

Manage the Voice FPOC team for a credit services provider. Oversee people management, performance, night-shift operations, and rotational work offs , including potential weekend coverage. Ensure delivery of excellent customer service, strong customer outcomes, and NPS performance while handling complex customer queries. Collaborate effectively with on-shore and off-shore teams to maintain high service standards.

Job Title: Assistant Manager

Location: Pune (Work from Office)

About the Role:

Manage the Voice / Chat First Point of Contact (FPOC) team for a leading credit services provider. The role involves overseeing people management, team performance, night-shift operations, and rotational work-offs, including potential weekend coverage. Ensure delivery of excellent customer service, strong customer outcomes, and NPS performance while handling complex customer queries. Collaborate effectively with on-shore and off-shore teams to maintain high service standards.

Key Responsibilities:

- Lead and manage the FPOC team to deliver exceptional customer experiences.

- Drive people management and monitor performance for operational excellence.

- Ensure adherence to UK rotational shift schedules, night-shift operations, and work-from-office requirements.

- Handle complex customer queries with a focus on quality and customer outcomes.

- Monitor and improve key metrics including CSAT and NPS.

- Maintain strong coordination between on-shore and off-shore teams for seamless workflow.

Requirements:

- Excellent verbal and written communication skills.

- Strong leadership and team management experience.

- Ability to work flexible hours in UK rotational shifts, including nights and weekends.

- Customer-focused mindset with attention to detail and service quality.