Assistant Manager- Customer Service Representative – Non-Voice (Chat Support)

Location: Hyderabad

Employment Type: Contract - (6 months)

Work Mode: 100% Work from Office

Experience: 3+Years

About the Role

Assistant Manager – Customer Support (Chat Operations)

- Lead and manage a team of Team Leaders and/or Customer Service

Representatives supporting customer inquiries through chat, secure email, and digital messaging channels.

- Drive operational excellence by ensuring achievement of key performance indicators (KPIs) including Service Level, CSAT, Quality, Productivity, AHT,

Adherence, and Employee Engagement.

- Monitor daily business operations, analyze performance metrics, identify trends,

and implement action plans to improve operational efficiency and customer experience.

- Coach, mentor, and develop Team Leaders through regular performance reviews,

feedback sessions, and career development initiatives.

- Collaborate with cross-functional teams including Quality, Training, Workforce

Management, Operations Support, and Business Partners to ensure seamless service delivery.

- Handle customer escalations, operational challenges, and critical business issues while ensuring timely resolution and minimal business impact.
- Lead root cause analysis for operational issues and implement preventive and corrective action plans.
- Ensure compliance with company policies, client guidelines, healthcare regulations, information security standards, and data privacy requirements.




- Drive continuous improvement initiatives using data-driven insights, Lean methodologies, and process optimization techniques.
- Review quality trends and customer feedback to identify coaching opportunities and improve team performance.
- Ensure teams effectively utilize operational tools, digital platforms, automation technologies, and knowledge management resources.
- Partner with stakeholders to support process transitions, change management initiatives, recent product launches, and business transformation projects.
- Prepare and present operational reports, business reviews, dashboards, and performance updates to senior leadership and client stakeholders.
- Foster a culture of accountability, collaboration, innovation, and customer centricity across the team.
- Ensure adequate staffing, resource planning, shift management, and business continuity to meet operational requirements.
- Adapt to evolving business priorities, organizational changes, and client requirements while maintaining operational excellence.
- Comply with the terms and conditions of the employment contract, company policies, security standards, regulatory requirements, and all organizational directives, including changes to work location, shifts, team structure, or business
- processes as required.

Interested candidates may send their updated CV or reach out directly:

Email: [HIDDEN TEXT]

Phone: (phone hidden) (Shivani Singh)

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