Deputy Manager - Contact Centre

Niva Bupa Health Insurance Company Limited; Dadri; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Nivabupa is seeking a Customer Service Assistant Manager to support daily operations, drive performance, and lead a team of agents. The role emphasizes data-driven decision making, MIS reporting, and workflow optimization to improve service delivery.

The ideal candidate will coach staff, manage schedules, ensure SOP compliance, and collaborate with stakeholders to achieve customer satisfaction and efficiency goals.

Qualifications

• Graduate from a reputed, recognized university.
• Certifications in data analysis or workforce management preferred.
• Hands-on Excel and Power BI skills required.

Responsibilities

• Assist Operations Manager in day-to-day operations and issue resolution.
• Lead, coach, and mentor a team of Customer Service Agents.
• Schedule workloads and monitor real-time performance.
• Develop MIS and deliver operational reports on trends.
• Analyze workforce data and provide actionable insights.
• Ensure compliance with policies and SOPs.

Skills

People management

Team leadership

Data analysis

Process improvement

Operations coordination

Education

Bachelor's degree

CWPP

Microsoft Certified Data Analyst Associate

Tools

Excel

Power BI

Job description

Permanent

Job Description

Primary Role Description: - The Customer Service Assistant Manager is responsible for assisting theOperations Manager / Sr. Operations Manager in managing the day-to-day operations by ensuring all issuesare being handled in the required timeframe and the adequate resources supporting the Customers.

He/She will also be responsible to provide suggestions and assist in making sound decisions based ondata driven facts to help the operations team improve their performance, processes, and delivery ofkey performance indicators. It is also a key role in helping attain efficiency and to optimizeperformance in order to be more effective in the day to-day operations.

He/She will lead, coach, develop and mentor a team of Customer Service Agents in the execution oftheir role in compliance with Company Policy and the Standard Operating Procedures ensuring thedelivery of the highest quality of service.

He/She will Supervise the allocation of work to Customer Service Agents and ensure they carry outtheir duties in line with the SOPs and quality customer service in line with the company’s standards.

He/She will manage the Customer Service team ensuring that the department is running effectivelyto deliver business results through delivery of customer resolution at first place and customersatisfaction to achieve sustained and increment goals.

Ensure tracking and closure of complaints and remediate the analysis to prevent recurrence of issues affecting customers.

Real-Time Monitoring: Oversee and manage real-time workforce performance and adherence. Trackkey metrics to ensure operational efficiency and address issues promptly.

Operational Reporting: Develop, manage, and deliver comprehensive operational reports that provideinsights into workforce performance and trends. Ensure reports are accurate and delivered on time.

Scheduling: Create and maintain workforce schedules to ensure optimal staffing levels. Adjustschedules based on real-time needs and forecasts.

MIS Management: Design, implement, and manage Management Information Systems (MIS) foreffective tracking and analysis of workforce data.

Data Analysis: Analyze workforce data to identify patterns, trends, and areas for improvement. Provideactionable insights to management.

Process Improvement: Continuously seek opportunities to improve processes related to scheduling,reporting, and real-time monitoring.

Stakeholder Communication: Communicate effectively with various stakeholders to provide updatesand resolve issues related to workforce management.

Compliance: Ensure all workforce management activities comply with company policies and regulatoryrequirements.

Key Requirements – Education & Certificates

Graduate from a reputed and UGC recognized university / equivalent global standard.

Certificates: Relevant certifications in data analysis or workforce management (e.g., Certified WorkforcePlanning Professional (CWPP), Microsoft Certified Data Analyst Associate) are preferred.

Skills: Outstanding Excel knowledge, including advanced functions and data manipulation. Hands-onexperience with Power BI for data visualization and reporting.

Job Snapshot

Updated Date

30-12-2025

Job ID

MB_JOB_5004

Department

Contact center

Location