Assistant Manager/ Process Manager

Profile: Assistant Manager

Exp: 5+ Yrs

Budget: 6 LPA

Location: Hyderabad

Shift Time: Night Shift, 6 PM to 3 Am, Cab Facility

Note: Background, BPO, Customer support, Chat Support, minimum 2 Years TL Exp

Profile: Process Manager

Exp: 7+ Yrs

Budget: 7.5 LPA

Location: Hyderabad

Shift Time: Night Shift, 6 PM to 3 Am, Cab Facility

Note: Background, BPO, Customer support, Chat Support, minimum 2 Years Assistant Manager

Job Summary

The Customer Support Lead is responsible for managing a team of customer support representatives to deliver excellent customer service while achieving operational KPIs. The role focuses on team performance, employee engagement, workforce productivity, shrinkage management, and attrition control to ensure optimal service levels and business outcomes.

Key Responsibilities

People Management

• Lead, coach, and mentor a team of Customer Support Advisors/Associates.
• Conduct regular one-on-one meetings, performance reviews, and development discussions.
• Monitor individual and team performance against defined KPIs.
• Identify training needs and collaborate with Quality and Training teams to improve performance.
• Foster a positive work environment that promotes employee engagement and retention.
• Handle employee grievances, performance improvement plans (PIPs), and disciplinary actions when necessary.

Customer Experience Management

• Ensure high-quality customer interactions across all support channels.
• Drive improvements in Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR).
• Manage escalations and ensure timely resolution of customer concerns.
• Identify process improvement opportunities to enhance customer experience.

Shrinkage Management

• Monitor and analyze shrinkage metrics, including planned and unplanned absenteeism.
• Track adherence, schedule compliance, leaves, breaks, and offline activities.
• Work closely with Workforce Management (WFM) teams to optimize staffing levels.
• Implement action plans to minimize shrinkage and improve productivity.
• Ensure team adherence to operational schedules and attendance policies.

Attrition Management

• Track attrition trends and identify root causes of employee turnover.
• Conduct stay interviews and support employee engagement initiatives.
• Develop retention strategies to reduce voluntary and involuntary attrition.
• Partner with HR on employee wellness, recognition, and career development programs.
• Monitor new hire performance and early-life attrition metrics.

Operational Excellence

• Manage daily operations to achieve Service Level Agreements (SLAs).
• Review operational dashboards and prepare performance reports.
• Drive continuous improvement initiatives to enhance efficiency and service delivery.

Ensure compliance with company policies, processes, and regulatory requirements

Regards,

Manoj Pawan

Senior Recruiter.

Email: [HIDDEN TEXT]