Assistant Manager - Customer Service

Lyros Technologies Pvt Ltd-CMMI Level 3; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Lyros Technologies Pvt Ltd-CMMI Level 3 in Andhra Pradesh is seeking an experienced Assistant Manager - Customer Service to lead a BPO team and ensure high-quality service delivery. The role emphasizes Kannada communication, process optimization, and coaching for peak performance.

You will oversee daily operations, monitor KPIs, handle escalations, and drive training programs to elevate customer satisfaction and efficiency across the department.

Qualifications

• Kannada proficiency is essential for customer communication.
• Inbound customer service processes in a BPO context.
• Strong leadership and team management abilities.
• Ability to analyze data and drive improvements.
• Strong problem-solving skills with professionalism.

Responsibilities

• Lead and guide a team of customer service representatives.
• Develop strategies to improve service delivery and efficiency.
• Monitor performance metrics and provide feedback.
• Handle escalated inquiries and resolve issues promptly.
• Collaborate with other departments to enhance customer experience.
• Conduct training for new hires and ongoing staff development.

Skills

Kannada fluent

Team leadership

BPO experience

Performance metrics

Job description

We are seeking an experienced Assistant Manager - Customer Service to join our dynamic team in Andhra Pradesh. The ideal candidate will have a strong background in customer service within the BPO sector and possess excellent communication skills in Kannada. As an Assistant Manager, you will play a crucial role in overseeing the customer service operations, ensuring that our team meets performance targets and delivers exceptional service to our clients.

Key Responsibilities

• Manage and lead a team of customer service representatives, providing guidance and support to ensure high levels of performance and customer satisfaction.
• Develop and implement strategies to improve service delivery and operational efficiency.
• Monitor team performance metrics and provide regular feedback to team members.
• Handle escalated customer inquiries and resolve issues in a timely manner.
• Collaborate with other departments to enhance the overall customer experience.
• Conduct training sessions for new hires and ongoing training for existing staff to ensure they are equipped with the necessary skills and knowledge.

Required Skills

• Proficiency in Kannada is essential for effective communication with customers.
• Strong understanding of inbound customer service processes and best practices in the BPO industry.
• Excellent leadership and team management skills.
• Ability to analyze performance data and implement improvements.
• Strong problem-solving skills and the ability to handle difficult situations with professionalism.