Key Responsibilities

• 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.