Assistant Manager - Voice Process

Paisabazaar; Hyderabad; On-site; INR 900,000 - 1,350,000; Full time

Job summary

Paisabazaar is seeking an experienced Assistant Manager to lead Customer Service and B2C Sales operations in Hyderabad. The role focuses on team performance, sales targets, and operational excellence across inbound and outbound processes.

The ideal candidate will have 6+ years in customer service and B2C sales, strong leadership, and a proven ability to manage KPIs, customer escalations, and process improvements to enhance customer experience and business outcomes.

Qualifications

• Minimum 6 years of experience in Customer Service and B2C Sales operations.
• Strong experience in Customer Service Team Handling.
• Hands-on experience in inbound and outbound processes.
• Proven experience in B2C Sales operations.
• Strong understanding of AHT, CSAT, Shrinkage and Attrition management.
• Experience in handling customer escalations and operational challenges.
• Good leadership, communication, analytical and people management skills.

Responsibilities

• Lead and manage customer service and B2C sales teams to meet targets.
• Monitor team performance with regular reviews and feedback.
• Coach and develop team members to improve engagement and productivity.
• Drive inbound/outbound operations and ensure process adherence.
• Track KPIs like AHT, CSAT, Shrinkage, Attrition and escalations.

Skills

Team management

Customer service

B2C sales

Performance monitoring

Coaching

Leadership

Communication

People management

Job description

Position Overview

We are looking for an experienced and result-oriented Assistant Manager to manage Customer Service and B2C Sales operations. The ideal candidate should have strong experience in handling customer service teams, managing inbound and outbound processes, driving sales performance, and ensuring operational efficiency.

The candidate will be responsible for managing team performance, improving customer satisfaction, controlling shrinkage and attrition, handling escalations, and achieving key operational and business targets.

Key Roles & Responsibilities

1. Team Management & Leadership

• Manage and lead customer service and sales teams to achieve business objectives.
• Monitor individual and team performance through regular reviews and feedback.
• Conduct team briefings, performance discussions, and coaching sessions.
• Drive employee engagement, productivity, and overall team efficiency.
• Support team development through continuous training and performance improvement initiatives.

2. Customer Service Operations

• Manage day-to-day inbound and outbound customer service operations.
• Ensure high-quality customer interactions and timely query resolution.
• Monitor service delivery and ensure adherence to defined process guidelines and SLAs.
• Handle customer escalations effectively and ensure appropriate resolutions.
• Drive improvements in customer experience and service quality.

3. B2C Sales Management

• Drive B2C sales targets through effective team management and performance monitoring.
• Ensure achievement of daily, weekly, and monthly sales targets.
• Monitor sales conversions, agent productivity, and overall team performance.
• Identify opportunities to improve sales effectiveness and conversion rates.
• Motivate and coach team members to improve sales performance.

4. Operational & Performance Metrics Must have strong knowledge and experience in monitoring and managing the following KPIs:

• AHT (Average Handling Time): Monitor and optimize average handling time.
• CSAT (Customer Satisfaction Score): Improve customer satisfaction and service experience.
• Shrinkage: Monitor and control planned and unplanned shrinkage.
• Attrition: Implement strategies to reduce employee attrition and improve retention.
• Escalation Management: Ensure timely resolution of customer escalations.
• Sales Conversion: Track and improve B2C sales conversion and productivity.
• Team Productivity: Ensure achievement of operational and business targets.

5. Process & Quality Management

• Ensure process compliance and adherence to quality standards.
• Identify operational gaps and implement corrective action plans.
• Coordinate with internal stakeholders to ensure smooth business operations.
• Prepare and review daily, weekly, and monthly performance reports.
• Drive continuous improvement initiatives to enhance operational performance.

Mandatory Skills & Experience

• Minimum 6 years of overall experience in Customer Service and B2C Sales operations.
• Strong experience in Customer Service Team Handling.
• Hands-on experience in managing Inbound and Outbound processes.
• Proven experience in B2C Sales operations.
• Strong understanding of AHT, CSAT, Shrinkage, and Attrition management.
• Experience in handling customer escalations and operational challenges.
• Good leadership, communication, analytical, and people management skills.

Preferred Languages

• Kannada
• Tamil

Ideal Candidate Profile

The candidate should be a proactive leader with strong operational knowledge, excellent team management capabilities, and a customer-centric approach. The ability to balance customer experience, sales performance, and operational efficiency is essential for this role.

Contact Number: 8962509811

Location: Hyderabad