Assistant Manager - Voice Customer Service

About the role

We are seeking an Assistant Manager to lead our voice‑customer service operations. In this role you will drive performance improvements, support employee development and ensure high levels of customer satisfaction.

Key responsibilities

• Maintain and continuously improve process performance and productivity.
• Monitor and control shrinkage and attrition rates while enhancing quality standards.
• Ensure compliance with internal policies and deliver consistent customer satisfaction.
• Provide regular updates to clients, conduct root‑cause analysis and develop action plans.
• Communicate proactively with internal teams and external stakeholders.
• Produce accurate operational reports and adapt work schedules to meet business needs.

Required profile

• Proven experience managing voice‑customer service or call‑center teams.
• Strong analytical mindset with ability to identify and resolve performance issues.
• Focus on employee engagement, development and satisfaction.
• Excellent communication skills for client interaction and internal coordination.
• Flexibility to adjust work hours according to operational demands.

Required skills