Assistant Manager

Policybazaar; Gurugram District; On-site; INR 1,200,000 - 2,500,000; Full time

Job summary

Policybazaar is seeking a seasoned customer support leader to manage operations and guide a team of CSRs. The role focuses on timely resolution of queries, process adherence, and effective team management, including night shifts as per business needs.

The ideal candidate has 5-10 years in BPO, strong leadership, excellent English communication, and experience as an Assistant Manager in customer support. You will drive CSAT improvements and optimize AHT while ensuring compliance across domestic

Qualifications

• 5-10 years of experience in BPO/Call Centre environments.
• Proven leadership experience managing teams.
• Excellent English communication skills.
• Ability to work flexible shifts including night shifts.
• 1+ year of experience as Assistant Manager in customer support.

Responsibilities

• Manage customer support operations and ensure timely query resolution.
• Lead a team of CSRs with guidance on voice process and shrinkage reduction.
• Monitor CSAT scores and implement improvement strategies.
• Oversee AHT performance and implement efficiency measures.
• Ensure compliance with domestic processes while handling international calls.

Skills

Leadership

Communication

Shift flexibility

Team management

Job description

Roles and Responsibilities

• Manage customer support operations, ensuring timely resolution of customer queries and issues.
• Lead a team of customer service representatives, providing guidance on voice process, shrinkage reduction, and attrition management.
• Monitor CSAT scores to identify areas for improvement and implement strategies to enhance overall customer satisfaction.
• Oversee AHT (Average Handle Time) performance, implementing measures to optimize efficiency and reduce costs.
• Ensure compliance with domestic processes and procedures while handling international calls.

Desired Candidate Profile

• 5-10 years of experience in BPO/Call Centre environment with expertise in CSR/Customer Support roles.
• Strong leadership skills with ability to manage teams effectively.
• Excellent communication skills with proficiency in English language.
• Ability to work flexible shifts including night shifts as required by business needs.
• 1+ Years of Experience as an Assistant Manager in the customer support.