Profile: Assistant Manager
Exp: 5+ Yrs
Budget: 6 LPA
Location: Hyderabad
Shift Time: Night Shift, 6 PM to 3 Am, Cab Facility
Note : Background, BPO, Customer support, Chat Support, minimum 2 Years TL Exp
Profile: Process Manager
Exp: 7+ Yrs
Budget: 7.5 LPA
Location: Hyderabad
Shift Time: Night Shift, 6 PM to 3 Am, Cab Facility
Note : Background, BPO, Customer support, Chat Support, minimum 2 Years Assistant Manager
Job Summary
The Customer Support Lead is responsible for managing a team of customer support representatives to deliver excellent customer service while achieving operational KPIs. The role focuses on team performance, employee engagement, workforce productivity, shrinkage management, and attrition control to ensure optimal service levels and business outcomes.
Key Responsibilities
People Management
- Lead, coach, and mentor a team of Customer Support Advisors/Associates.
- Conduct regular one-on-one meetings, performance reviews, and development discussions.
- Monitor individual and team performance against defined KPIs.




- Identify training needs and collaborate with Quality and Training teams to improve performance.
- Foster a positive work workplace that promotes employee engagement and retention.
- Handle employee grievances, performance improvement plans (PIPs), and disciplinary actions when necessary.

Customer Experience Management
- Ensure high-quality customer interactions across all support channels.
- Drive improvements in Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR).
- Manage escalations and ensure timely resolution of customer concerns.
- Identify process improvement opportunities to enhance customer experience.

Shrinkage Management
- Monitor and analyze shrinkage metrics, including planned and unplanned absenteeism.
- Track adherence, schedule compliance, leaves, breaks, and offline activities.
- Work closely with Workforce Management (WFM) teams to optimize staffing levels.
- Implement action

📌 Assistant Manager/ Process Manager (Secunderabad)
🏢 Artech Infosystems Private
📍 Secunderabad