We are looking for a dynamic Customer Support Manager to lead our support operations in Bangalore. The ideal candidate will be responsible for driving customer satisfaction, ensuring top-quality service delivery, and managing day-to-day operations with high efficiency.
Key Responsibilities
Lead and manage the customer support team (Voice & Non-Voice) to deliver high CSAT, quality, and service levels.
Monitor daily operations, queue management, staffing, and adherence to SLAs.
Drive performance metrics including FCR, AHT, Quality, and Resolution rates.
Handle escalations and ensure timely and effective customer issue resolution.
Conduct regular reviews with team leaders, quality teams, and cross-functional stakeholders.
Should have good knowledge of CS tools like CRM, Telephony etc
Implement process improvements to increase efficiency and reduce customer complaints.
Collaborate with Product, Tech, and Operations to represent customer insights and improve workflows.
Own training, coaching, and development plans for the team.
Prepare daily/weekly/monthly performance reports for leadership review.
Prepare weekly roster and manpower planning
Key Skills & Competencies
Strong leadership and people management skills.
Excellent communication (written and verbal).
Analytical mindset with proficiency in Excel/Google Sheets and reporting.
Ability to work under pressure in a fast-paced environment.
Problem-solving and decision-making capability.
Exposure to CRM tools (Freshdesk, Zendesk, or similar).
Experience Required
5-8 years of experience in Customer Support, with at least 2-3 years in a managerial role.
Experience handling large teams (50-100+ associates) preferred.
Background in healthcare, e-commerce, telecom, or BPO operations is an added advantage.
Education
Graduate or Postgraduate in any discipline. MBA preferred.
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