Job Description
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.n
- Monitor, analyze, and review team performance metrics to identify performance gaps, operational trends, and opportunities for improvement.n
- Develop and implement targeted coaching plans and Performance Improvement Plans (PIPs) to address individual performance gaps and improve overall team productivity.n
- Conduct regular one-on-one meetings, performance discussions, and feedback sessions to support employee engagement, accountability, and continuous performance improvement.n
- Conduct periodic performance appraisals and provide constructive feedback aligned with individual goals, business requirements, and organizational expectations.n
- Coach, mentor, and develop team members through structured process training, skill enhancement, and continuous learning initiatives.n




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

📌 Assistant Manager (Hyderabad)
🏢 Artech
📍 Hyderabad