Job Description

• Lead and manage a team of 15–20 customer support associates, driving performance, engagement, and retention.
• Monitor key operational KPIs including CSAT, SLA, Quality, Productivity, Attendance, and Adherence.
• Conduct regular coaching, performance reviews, and action planning to improve individual and team performance.
• Handle customer escalations, conflicts, and PIPs, ensuring timely resolution and service recovery.
• Analyze operational data, prepare performance reports, and conduct RCA and process improvement initiatives.
• Partner with Quality, Training, and WFM teams to improve customer experience, resolution rates, & overall business performance.

QUALIFICATION & EXPERIENCE

• Bachelor's degree in any discipline.
• Experience managing support operations for international markets
• Experience should include queue management, SLA management, escalation management
• Prior OTT/streaming platform support experience is an added advantage
• Chat, Email, and Social Media support operations expertise
• Quick to adapt to evolving business needs and effectively implement the frequent process changes
• Experience managing KPIs, SLAs, CSAT, and Quality metrics