Customer Support Manager

Job Description

Role: Manager

Telecalling | CCTV Monitoring | Customer Support | Operations

Position

Manager Customer Support & Operations

Department: Operations / Customer Support

Reporting To: Senior Management / Director

Location: Hyderabad

Employment Type:Full-Time

Experience: 3-7 years of relevant experience in customer support, telecalling, CCTV monitoring, operations, or team management.

Job Summary:

We are looking for a dynamic and responsible Manager Customer Support & Operations to oversee and manage the organization's Telecalling, Customer Support, CCTV Monitoring, and daily operational activities.

The Manager will be responsible for team leadership, customer satisfaction, operational control, CCTV surveillance, performance monitoring, reporting, and process improvement.

The ideal candidate should be a strong communicator and people manager with the ability to handle customers, manage teams, monitor operations, resolve escalations, and ensure that company processes and standards are followed consistently.

Key Responsibilities:

1. Team Management & Leadership

Lead, manage, and motivate the Telecalling, Customer Support, and CCTV Monitoring teams.

Plan daily duties, responsibilities, shifts, and manpower requirements.

Monitor employee attendance, punctuality, discipline, productivity, and performance.

Set individual and team targets and ensure timely achievement.

Conduct regular team meetings, performance reviews, and feedback sessions.

Identify training requirements and provide coaching to team members.

Handle employee issues, conflicts, and performance-related matters.

Maintain a positive, professional, and customer-focused work environment.

2. Telecalling & Customer Relationship Management

Oversee all inbound and outbound customer calls.

Ensure timely follow-up on enquiries, leads, complaints, pending requests, and customer requirements.

Monitor call quality, productivity, conversion, and follow-up performance.

Develop and implement effective calling and follow-up processes.

Ensure customer interactions are professional and aligned with company standards.

Review call reports and identify areas for improvement.

Handle important or escalated customer calls personally when required.

3. Customer Support & Complaint Management

Take ownership of customer service operations and customer satisfaction.

Monitor and ensure timely resolution of customer queries and complaints.

Establish an effective complaint escalation and resolution process.

Coordinate with relevant departments to resolve customer issues.

Track pending complaints and ensure proper closure within defined timelines.

Monitor recurring customer issues and recommend corrective actions.

Maintain strong relationships with key and important customers.

Ensure consistent service quality across the team.

4. CCTV Monitoring & Surveillance Operations

Supervise day-to-day CCTV monitoring activities.

Ensure CCTV cameras, DVR/NVR systems, recording, and monitoring systems are functioning properly.

Ensure CCTV operators follow defined monitoring procedures and schedules.

Review and maintain CCTV monitoring logs and incident reports.

Monitor and escalate suspicious activities, security incidents, or operational irregularities.

Coordinate with the technical/security team for CCTV-related issues and maintenance.

Ensure important CCTV footage is preserved and made available when required.

Maintain confidentiality and proper control of CCTV footage and related information.

5. Operations Management

Take overall responsibility for smooth day-to-day operations of the assigned functions.

Develop and implement SOPs, workflows, and operational processes.

Ensure employees follow company policies, procedures, and service standards.

Identify operational gaps and implement corrective measures.

Improve productivity, efficiency, and quality of service.

Coordinate with management and other departments for smooth operations.

Ensure adequate manpower and resources are available for daily operations.

Take ownership of operational issues and ensure timely resolution.

6. MIS, Reporting & Performance Monitoring

Prepare and submit daily, weekly, and monthly operational reports.

Track key metrics such as:

Customer complaints and resolution time

Customer satisfaction

Call volume and follow-ups

Lead/enquiry conversion, where applicable

Team productivity

Attendance and manpower

CCTV incidents

Operational issues and escalations

Analyze performance data and provide actionable insights to management.

Maintain accurate records and documentation.

Present performance updates and improvement plans to senior management.

7. Escalation & Crisis Management

Act as the first level of management escalation for critical customer and operational issues.

Handle difficult customers and sensitive complaints professionally.

Take immediate action during CCTV/security incidents or operational emergencies.

Coordinate with relevant internal teams and management during critical situations.

Ensure incidents are properly documented and corrective actions are implemented.

8. Process Improvement

Continuously evaluate existing processes and identify areas for improvement.

Introduce systems and processes to improve customer experience and employee productivity.

Reduce recurring complaints, operational errors, and response delays.

Implement appropriate quality-control measures.

Ensure best practices are followed across all teams.

Key Skills & Competencies:

Strong team management and leadership skills.

Excellent verbal and written communication.

Strong customer-handling and escalation-management skills.

Good understanding of telecalling and customer-support processes.

Basic to good knowledge of CCTV, DVR/NVR, surveillance monitoring, and incident reporting.

Strong analytical and problem-solving abilities.

Good knowledge of MS Excel, Word, Google Sheets, and reporting tools.

Strong follow-up and coordination skills.

Ability to manage multiple teams and priorities.

Good decision-making and crisis-management abilities.

High level of responsibility, discipline, confidentiality, and integrity.

Qualification:

Graduate in any discipline preferred.

MBA / PG Diploma in Management, Operations, or related field will be an added advantage.

Relevant professional experience may be considered in place of higher qualifications.

Preferred Experience:

Candidates with experience in any of the following environments will be preferred:

Customer Support / Customer Service

BPO / Call Centre

Telecalling / Inside Sales

Security Operations

CCTV Monitoring

Facility Management

Operations Management

Service-based organizations

Multi-team operations

Key Performance Indicators (KPIs)

The Manager will be evaluated on:

Customer satisfaction and retention

Complaint resolution TAT

Team productivity and achievement of targets

Telecalling and follow-up performance

Quality of customer interactions

CCTV monitoring compliance

Incident reporting and response

Employee attendance and discipline

Operational efficiency

Timeliness and accuracy of MIS reports

Reduction in recurring customer complaints

Overall team performance and service quality

Ideal Candidate:

We are looking for a hands-on Manager who can manage people as well as operations. The candidate should be comfortable speaking with customers, reviewing team performance, monitoring reports, handling escalations, supervising CCTV operations, and taking quick decisions when required.

The ideal candidate should demonstrate ownership, accountability, leadership, problem-solving ability, and a strong customer-first approach.