Assistant Manager – Customer Support Operations
- Lead and manage daily operations for a team of 20–25 Customer Service Representatives, ensuring consistent achievement of key performance indicators (KPIs) including AHT, CSAT, FCR, SLA, Quality, Productivity, and Adherence.
- Monitor, analyze, and review team performance metrics to identify performance gaps, operational trends, and opportunities for improvement.
- Develop and implement targeted coaching plans and Performance Improvement Plans (PIPs) to address individual performance gaps and improve overall team productivity.
- Conduct regular one-on-one meetings, performance discussions, and feedback sessions to support employee engagement, accountability, and continuous performance improvement.
- Conduct periodic performance appraisals and provide constructive feedback aligned with individual goals, business requirements, and organizational expectations.
- Coach, mentor, and develop team members through structured process training, skill enhancement, and continuous learning initiatives.




- Ensure team members maintain high standards of service quality, process adherence, compliance, and customer experience.
- Handle customer escalations and complex service-related issues, ensuring timely resolution while maintaining high levels of customer satisfaction.
- Collaborate with internal stakeholders and support functions to resolve operational challenges and ensure seamless service delivery.
- Review customer feedback, quality trends, and performance data to identify coaching opportunities and implement corrective action plans.
- Prepare and present daily, weekly, and monthly performance reports, dashboards, and business updates to management.
- Utilize performance data and operational insights to support strategic decision-making, improve productivity, and drive continuous process improvement.
- Foster a culture of accountability, teamwork, customer centricity, and continuous improvement within the team.
- Ensure compli

📌 Assistant Manager (Hyderabad)
🏢 Artech
📍 Hyderabad