Assistant Manager

Designation : Assistant Manager - Inbound process

Location: Mumbai, Malad ( Mindspace)

Domain : Banking

🎯 Job Summary:

We are seeking a results-driven Assistant Manager to lead our inbound customer service team, with a strong focus on improving CSAT, NPS, and managing attrition. The ideal candidate will have hands-on experience in contact center operations, team leadership, and driving customer satisfaction and employee engagement.

🛠️ Key Responsibilities:

• Supervise daily operations of the inbound customer service team, ensuring SLA and quality targets are met.
• Monitor and improve CSAT (Customer Satisfaction Score) through coaching, process enhancements, and service delivery.
• Drive NPS (Net Promoter Score) initiatives by identifying customer pain points and implementing loyalty-building strategies.
• Analyze attrition trends and implement retention strategies to improve employee engagement and reduce turnover.
• Conduct regular performance reviews, feedback sessions, and team huddles to maintain high morale and productivity.
• Collaborate with workforce management to optimize staffing and shift planning.
• Handle escalations and ensure timely resolution of customer complaints.
• Prepare and present reports on CSAT, NPS, attrition, and other KPIs to senior leadership.
• Coordinate with training and quality teams to upskill agents and improve service consistency.

🧑 💼 Qualifications:

• Bachelor’s degree in Any field.
• 5 years of experience in inbound contact center operations, with at least 1–2 years in a supervisory or assistant manager role.
• Proven track record in managing CSAT, NPS, and attrition metrics.
• Strong leadership, analytical, and interpersonal skills.

💻 Preferred Skills:

• Experience in banking, telecom, or e-commerce customer service.
• Exposure to Six Sigma, Lean, or other process improvement methodologies.
• Multilingual capabilities are a plus.
• Familiarity with employee engagement tools and surveys.

🚀 What We Offer:

• A dynamic and supportive work environment.
• Career growth opportunities in customer experience and operations.
• Competitive salary, incentives, and benefits.
• Training programs to support professional development.