Assistant Customer Support Manager

Roles and Responsibilities :

• Manage process improvements initiatives to enhance customer satisfaction, reduce costs, and increase efficiency.
• Collaborate with cross-functional teams to identify areas for improvement and implement changes using process optimization techniques.
• Develop and maintain documentation of processes, procedures, and workflows to ensure consistency across the organization.
• Analyze data to measure performance metrics such as first call resolution rate, average handling time, and customer satisfaction scores.

Job Requirements :

• 4-8 years of experience in a similar role within IT services or consulting industry.
• Strong understanding of process improvement methodologies (e.g., Lean Six Sigma) and ability to apply them effectively.
• Experience with process automation tools such as Workflow Automation software or equivalent.