Assistant Manager- Contact Center

Mantle Solutions; Ernakulam; On-site; INR 600,000 - 900,000; Full time

Job summary

Mantle Solutions in Kochi is seeking an experienced Assistant Manager – Contact Center to lead and enhance our customer service operations across Email, Voice, and Chat channels. The role focuses on delivering exceptional customer experiences while improving efficiency and team performance.

You will oversee day-to-day operations, coach team members, monitor KPIs, handle escalations, and collaborate with cross-functional teams to drive improvements.

Qualifications

• Graduate in any discipline.
• Minimum 2 years in a Team Leader, Team Manager, or Assistant Manager role within a Contact Center.
• Proven experience managing multi-channel customer support operations (Email, Calls, and Chat).
• Strong background in E-Commerce, Retail, or Consumer Goods customer service.
• Hands-on experience with CRM platforms such as Salesforce, Zendesk, Freshdesk, or similar.

Responsibilities

• Lead day-to-day operations of the contact center.
• Supervise Team Leaders and Customer Support Executives to meet targets.
• Monitor KPIs such as SLA, AHT, CSAT, FCR, productivity, and adherence.
• Ensure seamless support across Email, Voice, and Chat channels.
• Coach, mentor, and develop team members through feedback and reviews.
• Handle customer escalations and timely resolution of complex issues.
• Analyze operational reports and identify process improvements.
• Collaborate with cross-functional teams to improve CX and efficiency.
• Ensure compliance with policies and quality standards.
• Support workforce planning, scheduling, and resource allocation.
• Drive continuous improvement initiatives to enhance service delivery.

Skills

Team leadership

Customer service

Data-driven decisions

Stakeholder management

Communication

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Freshdesk

Job description

Role Overview

We are seeking an experienced and customer-focused Assistant Manager – Contact Center to lead and support our customer service operations. The ideal candidate will have hands‑on experience managing contact center teams across multiple channels, ensuring exceptional customer experience while driving operational efficiency, service quality, and team performance.

Key Responsibilities

• Lead and manage the day‑to‑day operations of the contact center.
• Supervise Team Leaders and Customer Support Executives to achieve service and quality targets.
• Monitor key performance indicators (KPIs) such as SLA, AHT, CSAT, FCR, productivity, and adherence.
• Ensure seamless customer support across Email, Voice, and Chat channels.
• Coach, mentor, and develop team members through regular feedback and performance reviews.
• Handle customer escalations and ensure timely resolution of complex issues.
• Analyze operational reports and identify opportunities for process improvements.
• Collaborate with cross‑functional teams to improve customer experience and operational efficiency.
• Ensure compliance with company policies, quality standards, and customer service best practices.
• Support workforce planning, scheduling, and resource allocation to meet business requirements.
• Drive continuous improvement initiatives to enhance service delivery and team performance.

Mandatory Requirements

• Graduate in any discipline (Bachelor's degree preferred).
• Minimum 2 years of experience in a Team Leader, Team Manager, or Assistant Manager role within a Contact Center.
• Proven experience managing multi-channel customer support operations (Email, Calls, and Chat).
• Strong background in E-Commerce, Retail, or Consumer Goods customer service.
• Hands‑on experience with CRM platforms such as Salesforce, Zendesk, Freshdesk, or similar.
• Strong leadership, communication, problem‑solving, and stakeholder management skills.
• Ability to analyze reports, identify trends, and make data‑driven decisions.
• Willingness to work from the Kochi office in the 11:00 AM – 9:00 PM IST shift.

Preferred Qualifications

• Experience with Workforce Management (WFM) tools such as NICE, Aspect, Verint, or equivalent.
• Exposure to Six Sigma, Lean, or other process improvement methodologies.
• Knowledge of e‑commerce platforms such as Shopify, Magento, or similar.
• Familiarity with omnichannel contact center technologies and AI-assisted customer service tools.

Why Join Us?

• Opportunity to lead a high‑performing customer support team.
• Collaborative and growth‑oriented work environment.
• Exposure to modern contact center technologies and customer experience initiatives.
• Career development opportunities within a fast‑growing organization.