Assistant manager

Assistant Manager – Customer Support Operations

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. Monitor, analyze, and review team performance metrics to identify performance gaps, operational trends, and opportunities for improvement. Develop and implement targeted coaching plans and Performance Improvement Plans (PIPs) to address individual performance gaps and improve overall team productivity. Conduct regular one-on-one meetings, performance discussions, and feedback sessions to support employee engagement, accountability, and continuous performance improvement. Conduct periodic performance appraisals and provide constructive feedback aligned with individual goals, business requirements, and organizational expectations. Coach, mentor, and develop team members through structured process training, skill enhancement, and continuous learning initiatives. Ensure team members maintain high standards of service quality, process adherence, compliance, and customer experience. Handle customer escalations and complex service-related issues, ensuring timely resolution while maintaining high levels of customer satisfaction. Collaborate with internal stakeholders and support functions to resolve operational challenges and ensure seamless service delivery. Review customer feedback, quality trends, and performance data to identify coaching opportunities and implement corrective action plans. Prepare and present daily, weekly, and monthly performance reports, dashboards, and business updates to management. Utilize performance data and operational insights to support strategic decision-making, improve productivity, and drive continuous process improvement. Foster a culture of accountability, teamwork, customer centricity, and continuous improvement within the team. Ensure compliance with company policies, process guidelines, quality standards, and applicable organizational requirements. Support management in implementing process changes, new initiatives, operational improvements, and business requirements. Effectively manage day-to-day team activities, priorities, and operational requirements while ensuring consistent service delivery and achievement of business objectives. Adapt to changing business priorities, performance expectations, and operational requirements while maintaining team engagement and operational excellence.