Overview

AM is responsible for overseeing daily technical support operations within a telecom contact center & Backoffice Operations. This role ensures high service quality, solid team performance, and adherence to SLAs while driving operational efficiency, customer satisfaction, and continuous improvement. The AM acts as the first level of leadership, providing guidance, coaching, and technical escalation support to frontline agents.

Responsibilities

Team Leadership & People Management

Lead, mentor, and coach a team of technical support agents to achieve performance and quality targets.
Conduct regular one‑on‑one sessions, team huddles, and performance reviews to drive continuous improvement.
Manage staffing, shift adherence, leave planning, and attendance to ensure optimal coverage.
Motivate the team to maintain high morale, engagement, and accountability.

Technical Support Operations

Oversee resolution of telecom technical issues such as network connectivity, voice, data, broadband, and device-related concerns.




Act as an escalation point for complex or high‑priority technical issues, ensuring timely resolution.
Ensure adherence to defined troubleshooting processes, knowledge articles, and best practices.
Coordinate with Tier‑2/Tier‑3 support, NOC, field teams, and vendors as needed.

Performance & SLA Management

Monitor team performance across KPIs including AHT, FCR, CSAT, quality scores, productivity, and SLA compliance.
Identify performance gaps and implement corrective action plans.
Ensure consistent achievement of service level and customer satisfaction targets.

Quality, Compliance & Process Improvement

Ensure compliance with company policies, regulatory requirements, and data security standards.
Partner with Quality and Training teams to address skill gaps and improve resolution quality.
Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
Participate in process standardization, automation, or transfo

📌 Assistant Manager (Chennai)
🏢 Prodapt
📍 Chennai