Job Summary

As a Assistant Manager, Support Team, you will overse the operations and performance of the Support team. Reporting to the Sr.

Manager

Operations, you will ensure that all team members are working together to achieve our Client Satisfaction goals.

Responsibilities
Inbound Operational Excellence &
Service Delivery
SLA &
Queue Management:

Ensure all inbound channels (calls, chats, emails) meet Service Level Agreements by maintaining an Abandonment Rate of
Queue Efficiency: Monitor and optimize Average Wait Times, targeting 90Sec minutes for calls and 180sec for chat interactions.
Quality Assurance &
Client Satisfaction
CSAT Excellence: Achieve and maintain a Customer Satisfaction Score (CSAT) of 75% based on direct client feedback.
Quality Audits: Deliver a minimum Internal Audit Score of 95% by ensuring all team interactions are handled accurately, professionally, and in accordance with brand protocols.
Escalation Control: Maintain a target of zero escalations from internal or external clients through proactive de-escalation and floor support.
Performance Coaching &
Talent Development
Bi-Weekly Coaching:



Ensure 100% completion of Bi-Weekly 1-on-1 connects with Team Leads to discuss performance statistics and track progress against development goals.
D-Sat Management: Identify BQ Agents in a monthly cycle highlighting main areas of prospect and action plan to improve the targeted performance thresholds and also ensure all D-Sats of your span are scrubbed and feedback is shared.
Workforce Management &
Resource Optimization
Retention Management: Monitor and maintain an Attrition Rate of
Productivity Adherence: Ensure the team maintains a 90% Schedule Adherence rate, with agents delivering at least 7hr 45min of productivity per shift.
Leave Policy Compliance: Manage team availability by keeping Planned Shrinkage at 8% and Unplanned Shrinkage at 8% in accordance with the finalized WFM roster.

Additional Position Information
Remote India Prospect
Core Hours: Rotational Night Shifts
Core Days Worked: Rotational Week offs

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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