Key Responsibilities
Team Management & Leadership
- Lead, mentor, and support senior agents and team members.
- Manage outliers and implement performance improvement plans (PIPs).
- Foster collaboration, accountability, and a positive team culture.
- Answer staff queries and provide continuous guidance and feedback.
- Train, onboard, and support newly hired customer support agents.
Performance & KPI Management
- Monitor and improve key KPIs such as CSAT, SLA, FCR, AHT, QA, AWT, ASA, etc.
- Identify performance gaps and implement corrective action plans.
Conduct regular performance reviews and follow-ups with team members. - Ensure service quality standards and operational KPIs are consistently met.
Reporting & Presentations
- Prepare daily, weekly, and monthly performance reports.
- Analyze trends, insights, and root causes using performance data.
- Confidently present reports, findings, and improvement plans to management and stakeholders.
- Ensure accuracy and clarity in all reporting and data presentations.
Process Improvement
- Analyze existing customer support workflows and processes.
- Propose and implement improvements to enhance efficiency and service quality.
- Ensure adherence to defined processes and continuous optimization of CS replies and handling.
- Review knowledge base content and suggest improvements where required.
Customer Support Operations
- Oversee customer support replies to ensure correct, empathetic, and compliant communication.
- Handle escalations, appeals, complaints, and complex customer cases within defined SLAs.
- Conduct quality control reviews and provide structured feedback to agents.
- Coordinate with cross-functional teams to ensure smooth daily operations.
- Manage alignment and performance consistency across team
Skills, Knowledge & Expertise
- Strong leadership and people-management skills.
- Solid understanding of customer support KPIs and quality frameworks.
- Experience in reporting, data analysis, and presentations.
- Process-driven mindset with a focus on continuous improvement.
- Ability to manage multiple teams and priorities in a fast-paced environment.
- Strong verbal and written communication skills.
- Proficiency in English; knowledge of Hindi or regional Indian languages is a plus.
- Proficient in Google Sheets, Microsoft Excel, and Microsoft Word.
- Confident PC user with experience in CRM and customer support tools.
- Willingness to work in rotational shifts and a dynamic environment.
- Hands-on experience with Tableau for reporting and performance analysis.
- Experience using JIRA for ticket tracking, escalations, and issue management.