Assistant Manager – Customer Support Operations

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- 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.
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- Monitor, analyze, and review team performance metrics to identify performance gaps, operational trends, and opportunities for improvement.
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- Develop and implement targeted coaching plans and Performance Improvement Plans (PIPs) to address individual performance gaps and improve overall team productivity.
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- Conduct regular one-on-one meetings, performance discussions, and feedback sessions to support employee engagement, accountability, and continuous performance improvement.
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- Conduct periodic performance appraisals and provide constructive feedback aligned with individual goals, business requirements, and organizational expectations.
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- Coach, mentor, and develop team members through structured process training, skill enhancement, and continuous learning initiatives.
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- Ensure team members maintain high standards of service quality, process adherence, compliance, and customer experience.
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- Handle customer escalations and complex service-related issues, ensuring timely resolution while maintaining high levels of customer satisfaction.
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- Collaborate with internal stakeholders and support functions to resolve operational challenges and ensure seamless service delivery.
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- Review customer feedback, quality trends, and performance data to identify coaching opportunities and implement corrective action plans.
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- Prepare and present daily, weekly, and monthly performance reports, dashboards, and business updates to management.
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- Utilize performance data and operational insights to support strategic decision-making, improve productivity, and drive continuous process improvement.
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- Foster a culture of accountability, teamwork, customer centricity, and continuous improvement within the team.
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- Ensure compliance with company policies, process guidelines, quality standards, and applicable organizational requirements.
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- Support management in implementing process changes, recent initiatives, operational improvements, and business requirements.
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- Effectively manage day-to-day team activities, priorities, and operational requirements while ensuring consistent service delivery and achievement of business objectives.
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- Adapt to changing business priorities, performance expectations, and operational requirements while maintaining team engagement and operational excellence.
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📌 Assistant Manager (Hyderabad)
🏢 Artech
📍 Hyderabad