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, current 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 customercentricity 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.

Mandatory to have experience as a team lead.

Its a night shift role and cab facility is provided

Pick up and drop available

📌 Associate Manager (Secunderabad)
🏢 Artech Infosystems Private
📍 Secunderabad