About the role
Job Summary First Credit Services is seeking a seasoned Assistant Manager – Customer Service to lead large-scale contactcenter operations. The role requires strong people leadership, service delivery excellence, and the ability tomanage high-volume customer interactions while meeting quality, productivity, and customer satisfaction benchmarks.
Key Responsibilities - Manage end-to-end customer service operations across voice processes- Lead and mentor large teams (200+ FTEs) including Team Leaders, Assistant Managers, and SMEs- Drive key service metrics such as CSAT, NPS, AHT, FCR, productivity, and shrinkage- Ensure adherence to SLAs, quality standards, and compliance requirements- Partner with Quality, Training, WFM, and Support teams to improve agent performance and service outcomes- Analyze MIS, dashboards, and customer insights to identify trends and implement corrective actions- Conduct regular performance reviews with internal leadership and external stakeholders- Drive continuous improvement initiatives, automation, and best practices across operations- Support transition, stabilization, and scaling of new processes
Required Skills & Competencies - Strong background in customer service / contact center operations- Proven capability in managing large, multi-layered teams- Excellent stakeholder management, communication, and presentation skills- Ability to drive operational efficiency while maintaining customer experience
Eligibility Criteria - Minimum 5+ years of experience in Customer Service Operations- At least 2+ years in a people management role (Assistant Manager)- Experience in BPO/KPO, captive, or shared services environment- Exposure to BFSI, Telecom, E-commerce, or US/UK customer service processes preferred
Why Join First Credit Services? Opportunity to lead large-scale customer service operations in a stable and growing organization, offering competitive compensation and long-term career growth.