About this role
Provide leadership to managers and drive strategic initiatives within the organization.
Key Responsibilities 1. Team Leadership & Team Building
• Build, develop, and motivate a high-performing team through structured coaching and engagement activities. • Conduct regular team huddles, communication sessions, and development programs to maintain a positive and collaborative environment. • Identify skill gaps and create targeted training plans to uplift team capability. • Foster team culture centered on accountability, customer empathy, and operational excellence.
2. Performance Management
• Track and manage individual and team performance against defined KPIs (AHT, CSAT, QA, Productivity, Utilization, etc.). • Conduct monthly/quarterly performance reviews and create action plans for performance improvement. • Use data-driven insights to guide coaching, feedback, and performance decisions. • Partner with HR for performance improvement plans, rewards & recognition, and compliance with organizational guidelines.
3. Operational & Team Management
• Oversee day-to-day operations for Chat, Email, and Voice queues to ensure smooth functioning and optimal staffing. • Monitor real-time performance dashboards and take corrective actions to manage volumes and workload allocation. • Coordinate with WFM for roster planning, shrinkage control, adherence, and schedule optimization. • Escalate operational risks, system issues, or challenges proactively.
4. SLA Management
• Ensure adherence to all SLAs across response time, resolution time, AHT, contact handling efficiency, and backlog management. • Analyze SLA breaches and drive root-cause analysis with preventive and corrective measures. • Work closely with cross-functional teams to resolve process gaps impacting SLA performance. • Maintain governance through daily/weekly SLA performance reviews.
5. Quality Management
• Ensure high-quality customer interactions by collaborating with QA teams on audits, feedback loops, and training needs. • Analyze quality reports to identify trends, behavior patterns, and improvement opportunities. • Conduct refresher training, calibration sessions, and quality workshops to ensure consistent service standards. • Drive initiatives that improve CSAT, NPS, FCR, and other experience metrics.
6. Stakeholder & Cross-Functional Collaboration
• Work closely with Operations Leaders, Quality, WFM, Training, and Product/Policy teams to align operational goals. • Drive continuous improvement projects based on customer pain points, process gaps, or agent performance needs. • Represent the team in internal reviews, business updates, and performance discussions.
7. Reporting & Analytics
• Generate and review daily, weekly, and monthly reports on performance metrics. • Identify trends and insights to guide strategic and operational decision-making. • Present dashboards, RCA documents, action plans, and performance stories to leadership.
Qualifications & Competencies Required:
• Bachelor’s degree or equivalent experience. • 3–5 years of experience in customer support operations, including team leadership roles. • Strong knowledge of Chat, Email, and Voice support workflows. • Experience managing KPIs such as SLA, AHT, CSAT, QA, and Productivity.
Skills & Attributes:
• Excellent communication and interpersonal skills. • Strong analytical and problem‑solving abilities. • Ability to motivate, coach, and influence teams. • Expertise in conflict resolution, feedback delivery, and team management. • Ability to work under pressure and manage high-volume operations. • Familiarity with CRM, ticketing systems, and workforce tools.
What Success Looks Like in This Role
• Consistently meets or exceeds SLA and quality targets. • Builds a motivated, skilled, and engaged team with strong performance results. • Demonstrates strong ownership, operational discipline, and customer-first thinking. • Drives continuous improvement through data insights and process innovation.
Bachelor Degree in relevant field with 2 - 4 years of relevant experience