Assistant Manager- Contact Centre

Department: Contact Center

Experience: 4–5 Years

Job Location: Banjara Hills, Hyderabad

Salary: Upto 5L p.a.

Job Summary

Aptronix is looking for a proactive and performance-driven Assistant Contact CenterManager with 4–5 years of experience in team handling, preferably in retail, consumer electronics, or customer service operations. The candidate will be responsible for managing day-to-day contact center operations, leading customer service executives, monitoring performance metrics, and ensuring an excellent customer experience across customer interactions and service requests.

Key Responsibilities

1. Team Management & Leadership

• Lead, mentor, and motivate a team of Contact Center Executives to achieve individual and team targets.

• Monitor daily attendance, productivity, schedule adherence, and overall team performance.

2. Contact Center Operations

• Manage daily inbound and outbound calls, customer queries, follow-ups, and service-related requests.

• Ensure timely resolution of customer concerns related to Apple products, purchases, warranties, repairs, and service appointments, as applicable.

• Monitor call quality, response time, resolution time, and customer satisfaction.

• Ensure proper documentation and accurate updating of customer interactions in CRM or ticketing systems.

3. Customer Experience & Escalation Management

• Handle complex customer complaints and escalations professionally and within defined timelines.

• Ensure a consistent, customer-centric experience aligned with Aptronix service standards.

• Coordinate with retail stores, service centers, sales teams, and other internal departments to resolve customer issues.

• Identify recurring customer concerns and recommend process improvements.

4. Performance Monitoring & Reporting

• Track key performance indicators (KPIs), including:

o Customer Satisfaction (CSAT)

o First Call Resolution (FCR)

o Average Handling Time (AHT)

o Call Quality Scores

o Service Level and Response Time

o Lead Conversion and Follow-up Effectiveness, wherever applicable

o Team Productivity and Attendance

• Prepare daily, weekly, and monthly performance reports.

• Analyse performance gaps and implement corrective action plans to achieve operational targets.

5. Process Improvement & Compliance

• Ensure adherence to company policies, standard operating procedures, and customer service guidelines.

• Maintain quality standards in customer communication and complaint handling.

• Identify opportunities to improve workflows, reduce repeat calls, and enhance customer satisfaction.

• Maintain confidentiality and accuracy of customer data.

Eligibility Criteria

• Graduate in any discipline; a relevant qualification in business administration or customer service is preferred.

• 4–5 years of overall experience, with proven experience in team handling within a contact center, customer support, or customer service operations & should have Strong hands-on-experience on using Pivot, V-lookup, H-lookup and can create basic reports and data mapping.

• Prior experience in retail, consumer electronics, mobile devices, or premium customer service is preferred.

• Strong leadership, communication, problem-solving, and escalation-handling skills.

• Working knowledge of CRM tools, ticketing systems, MS Excel, and performance reporting.

• Ability to work in a fast-paced, target-driven environment and manage multiple priorities.

Key Competencies

• Team Leadership and People Management

• Customer Relationship Management

• Analytical and Reporting Skills

• Conflict Resolution and Decision-Making

• Strong Verbal and Written Communication