Assistant Manager- Contact Center
Skills
- Multi-channel Customer Support
- Contact Center Operations Management
- Team Leadership & People Management
- Workforce management
- Performance Management & Coaching
- E-commerce / Retail Customer Service
Experience: 5-10 Years
Location: Lulu Cyber Tower 2, Infopark, Kochi
Shift: 11:00 AM – 9:00 PM IST
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.