Assistant Customer Service Manager-Voice at Policybazaar.com

Job Description:

Latest job information from Policybazaar.com for the position of Assistant Customer Service Manager-Voice. If the Assistant Customer Service Manager-Voice vacancy in Kochi matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Policybazaar.com for the position of Assistant Customer Service Manager-Voice below matches your qualifications.

Job Title: Assistant Manager - Customer Service (Inbound Voice Process, B2C)

Work Location: Kochi (onsite role).

Department: Customer Support / Contact Center

Reports to: Manager / Operations Head

Job Summary:

We are seeking an experienced Assistant Manager - Customer Service to oversee a team of 20+ inbound customer service executives in a B2C voice process environment. The role involves driving service excellence, ensuring process compliance, handling escalations, and mentoring the team to deliver superior customer experiences.

Key Responsibilities:

Team Leadership & Management

• Lead, coach, and manage a team of 20+ customer service associates.

• Monitor daily performance, ensure adherence to schedules, and manage workforce planning.

• Conduct performance reviews, one-on-one discussions, and team huddles.

Customer Service Delivery

• Ensure timely and professional resolution of inbound customer queries and complaints.

• Handle escalations and ensure first call resolution (FCR).

• Maintain key SLAs including AHT, CSAT, NPS, and quality scores.

Performance & Reporting

• Track and analyze team performance against KPIs.

• Prepare daily/weekly/monthly MIS and share insights with management.

• Identify improvement areas and implement corrective measures.

Process Excellence & Compliance

• Ensure process adherence, quality standards, and compliance with company policies.

• Collaborate with training and quality teams to upskill team members.

• Drive continuous improvement initiatives to enhance customer experience.

Employee Engagement & Development

• Support hiring, onboarding, and training of new associates.

• Motivate team members through recognition programs and engagement activities.

• Develop high-potential employees for future leadership roles.

Key Skills & Competencies:

• Strong leadership and team-handling ability (20+ associates).

• Excellent communication and interpersonal skills.

• Knowledge of call center KPIs: AHT, FCR, CSAT, NPS, Attrition, Shrinkage.

• Problem-solving and conflict management skills.

• Proficiency in MS Excel, MIS reporting, and call center tools/CRM.

Qualifications & Experience:

• Graduate in any discipline.

• 4-7 years of experience in customer service (Inbound Voice, B2C).

• Minimum 1-2 years of experience in team handling (30+ members).

• Exposure to BPO / BFSI / Telecom / E-commerce industries preferred.

Interested candidates are invited to share their CV via WhatsApp at or email at . Please include the following details in your application:

- Name

- Phone number

- Total experience

- Current CTC

- Notice period

- Date of Birth

- Languages spoken

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Job Info:

• Company: Policybazaar.com
• Position: Assistant Customer Service Manager-Voice
• Work Location: Kochi
• Country: IN

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Assistant Customer Service Manager-Voice at the office Kochi above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.