AM / Customer Support Lead

Location: Hyderabad

Job Summary

Looking for an experienced Customer Support Lead / Assistant Manager to manage customer support teams and drive team performance, customer experience, productivity, shrinkage, and attrition management.

Key Responsibilities

- Lead, coach, and mentor Customer Support Advisors/Associates.
- Monitor team performance against KPIs, SLAs, CSAT, NPS, and FCR.
- Conduct performance reviews, one-on-ones, coaching, and development discussions.
- Identify training needs and work with Quality and Training teams to improve performance.
- Manage customer escalations and drive timely resolution.
- Monitor and control shrinkage, attendance, adherence, schedule compliance, and productivity in coordination with WFM.
- Analyze attrition trends, conduct stay interviews, and implement retention initiatives.




- Handle employee grievances, PIPs, and disciplinary actions when required.
- Review operational dashboards and prepare performance reports.
- Drive continuous improvement and operational excellence while ensuring process and regulatory compliance.

Must-Have Skills

- Strong experience in people/team management within a customer support/contact center setting.
- Good understanding of KPI, SLA, CSAT, NPS, FCR, shrinkage, adherence, and attrition metrics.
- Strong communication, coaching, analytical, and problem-solving skills.
- Ability to manage escalations and work effectively with WFM, HR, Quality, and Training teams.

📌 ustomer Support Lead / Assistant Manager (Secunderabad)
🏢 Spexio Technologies Private
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