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, a

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