Assistant Manager – Retail Voice Operations (WFO, Kolkata)

If you are seeking an assistant manager job vacancy in Kolkata where operational leadership and team performance ownership define your day, this opportunity at Fusion CX is built for you. Fusion CX is hiring an Assistant Manager – Voice Operations to manage frontline teams, drive process adherence, and deliver consistent service quality across a high-volume ecommerce voice support program. For professionals exploring operations leadership roles in Kolkata with real accountability and growth visibility, this is your next move.

Job Description:

About the Role

You will lead a team of Customer Service Associates handling inbound voice interactions, ensuring KPIs, quality benchmarks, and operational standards are consistently met through hands-on coaching, data-driven decisions, and cross-functional collaboration.

Key Responsibilities

• Lead, coach, and develop a team of Customer Service Associates to achieve KPIs, including quality scores, AHT, CSAT, FCR, and schedule adherence.
• Monitor real-time floor activity and intervene proactively to maintain service level targets.
• Manage escalations effectively within defined timelines and protocols.
• Identify performance trends, conduct root cause analysis, and present corrective action plans to operations leadership.
• Ensure full team adherence to process SOPs, quality frameworks, and compliance standards.
• Partner with Training and Quality teams to address skill gaps and drive continuous improvement.
• Track and report daily, weekly, and monthly performance metrics accurately.

Responsibilities may evolve based on operational requirements.

Job Requirements:

Education

• Graduation from a recognized institution.

Experience & Skills

• Minimum 1 year of experience as an Assistant Manager in a voice-based contact center environment.
• OR minimum 2 years of experience as a Team Leader in a voice-based contact center environment.
• Strong people management and frontline coaching capabilities.
• Proven ability to drive KPI performance across quality, productivity, and customer satisfaction metrics.
• Solid understanding of contact center operations, including AHT, CSAT, FCR, and shrinkage management.
• Proficiency in Microsoft Excel and reporting tools.

Language & Communication Requirements

• Strong verbal and written communication skills in English required.

Other Requirements

• This is an onsite role.
• Work Mode: Work From Office (WFO).

Work Mode & Location

Work Mode: WFO Location: Kolkata, India

Why Join Fusion CX?

At Fusion CX, operations leadership carries real accountability — your coaching decisions, performance interventions, and team culture directly shape customer experience outcomes at scale. For professionals seeking an assistant manager job vacancy in Kolkata where people management and analytical thinking drive career growth, Fusion CX offers the platform and the visibility to make your mark. Apply now and take the next step with Fusion CX.