P
Policybazaar
Assistant Manager
Skills
Customer Support
2 months ago
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Important information
Contract type:
Permanent
Location:
Hyderabad, Telangana, India
Work mode:
Onsite
Published on:
12 August 2026
What they need
Roles and Responsibilities
- Manage a team of customer support agents to achieve targets such as AHT, CSAT, NSAT, Shrinkage, Attrition, Inbound calls handling.
- Ensure excellent communication skills among team members and resolve conflicts effectively.
- Monitor call quality and provide feedback to improve overall performance.
- Develop strategies to reduce shrinkage and attrition rates within the team.
- Collaborate with other departments (e.g., Domestic Process) to ensure seamless service delivery.
Desired Candidate Profile
- 4-9 years of experience in BPO industry with expertise in Customer Support/Call Centre environment.
- Strong knowledge of Voice Processing/Voice Support processes and tools.
- Excellent leadership skills with ability to manage teams effectively.
- Ability to analyze data reports like AHT, CSAT, NSAT etc. to drive business decisions.
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