Job Description

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