Assistant Manager- Contact Centre

Department: Contact CenterExperience: 4–5 YearsJob Location: Banjara Hills, HyderabadSalary: Upto 5L p.a.Job SummaryAptronix 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 Responsibilities1. 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 Scoreso Service Level and Response Timeo Lead Conversion and Follow-up Effectiveness, wherever applicableo 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