Asst. Manager(US Inbound)

Asst. Manager(US Inbound)

Location

Infopark,Kochi, Kerala

Experience

Minimum 5 Years in BPO Inbound Voice, including 2 Years in Team Handling (Mandatory)

Qualification

Bachelor's Degree (Mandatory)

Salary

Up to ₹8 LPA

Shift

Night Shift | Monday to Friday

Requirements

Minimum 5 years of experience in a BPO Inbound Voice Process.

Minimum 2 years of hands-on team handling experience in BPO operations.

Bachelor's Degree is mandatory.

Experience in inbound voice

Strong understanding of SLA, KPI, AHT, CSAT, attrition, and shrinkage management.

Proven experience in team performance monitoring, coaching, and escalation handling.

Excellent leadership, communication, and problem-solving skills.

Willingness to work night shifts

Responsibilities

Lead and manage a team of customer service executives in an inbound voice process.

Monitor daily call performance, productivity, quality, and team targets.

Ensure adherence to SLAs, KPIs, and client requirements.

Conduct call audits, coaching sessions, and performance reviews.

Handle customer escalations and resolve critical issues.

Monitor and control team attrition, shrinkage, and attendance.

Prepare daily and weekly MIS and performance reports.

Pay

₹50,000.00 - ₹65,000.00 per month

Benefits

Commuter assistance

Health insurance

Life insurance

Ability to commute/relocate

Infopark-Kochi, Kochi, Kerala: Reliably commute or planning to relocate before starting work (Required)

Application Question(s)

What team size did you manage, which SLAs/KPIs were you responsible for, and what were your average monthly attrition and shrinkage percentages?

Experience

US Inbound Voice

5 years (Required)

Team leading

3 years (Required)

License/Certification

Graduation (Required)

Work Location

In person