Experience
6 - 11 yrs
Job Location
Gurugram, India
Vacancy
6
Designation
Assistant Customer Success Manager
Job Type
ONSITE
Job Description
Role Summary
Leadership role responsible for end-to-end delivery, including team performance, SLA adherence, client communication, and operational governance.
Key Responsibilities
- Manage teams of 25 agents (per TL layer)
- Drive revenue targets, SLAs, and KPIs
- Own performance reviews, goal setting, and productivity
- Analyze reports and publish daily/weekly dashboards
- Manage attrition, hiring coordination, and training alignment
- Ensure compliance with client guidelines and processes
- Handle client interactions, reviews, and escalations
- Implement process improvements and sales strategies
- Monitor quality, productivity, and operational efficiency
Required Skills
- Strong leadership and team management capability
- Deep understanding of sales operations & metrics
- Excellent stakeholder communication (client-facing readiness)
- Data-driven decision-making
- Conflict resolution and people management
Eligibility
- 5 to 10+ years of experience in BPO / sales operations
- Experience managing international voice processes
- Telecom sales experience is an added advantage
KPIs / Metrics
- Team revenue & target achievement
- SLA adherence
- Attrition & retention
- Client satisfaction (CSAT / feedback)
- Operational efficiency (productivity, cost control)