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 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