Job Description
Job description Job Title: Assistant Manager Operations Blended/Voice Location: Pune (Work from Office), Magarpatta Notice Period: Immediate to 30 days About the Role: The role involves overseeing people management, team performance, night-shift operations, and rotational work-offs, including potential weekend coverage. Ensure delivery of excellent customer service, strong customer outcomes, and NPS performance while handling complex customer queries. Collaborate effectively with on-shore and off-shore teams to maintain high service standards. Key Responsibilities: - Lead and manage the team to deliver exceptional customer experiences. - Drive people management and monitor performance for operational excellence. - Ensure adherence to UK rotational shift schedules, night-shift operations, and work-from-office requirements. - Handle complex customer queries with a focus on quality and customer outcomes. - Monitor and improve key metrics including CSAT and NPS. - Maintain strong coordination between on-shore and off-shore teams for seamless workflow. Requirements: - Excellent verbal and written communication skills. - Strong leadership and team management experience. - Ability to work flexible hours in UK rotational shifts, including nights and weekends. - Customer-focused mindset with attention to detail and service quality. - Preferred industry international retail or banking process Role: Customer Success, Service & Operations - Other Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success, Service & Operations - Other Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills BPOBpo OperationsCSATInternational BPOOperations Management Blended ProcessCustomer ServiceCustomer SatisfactionCustomer ManagementCustomer ExperienceUs Voice ProcessOperationsInternational Voice Process
