Assistant Manager

Artech L.L.C. · India

A ssistant Manager – Customer Support Operations

• Lead and manage daily operations for a team of 20–25 Customer Service Representatives, ensuring consistent achievement of key performance indicators (KPIs) including AHT, CSAT, FCR, SLA, Quality, Productivity, and Adherence.
• Monitor, analyze, and review team performance metrics to identify performance gaps, operational trends, and opportunities for improvement.
• Develop and implement targeted coaching plans and Performance Improvement Plans (PIPs) to address individual performance gaps and improve overall team productivity.
• Conduct regular one-on-one meetings, performance discussions, and feedback sessions to support employee engagement, accountability, and continuous performance improvement.
• Conduct periodic performance appraisals and provide constructive feedback aligned with individual goals, business requirements, and organizational expectations.
• Coach, mentor, and develop team members through structured process training, skill enhancement, and continuous learning initiatives.
• Ensure team members maintain high standards of service quality, process adherence, compliance, and customer experience.
• Handle customer escalations and complex service-related issues, ensuring timely resolution while maintaining high levels of customer satisfaction.
• Collaborate with internal stakeholders and support functions to resolve operational challenges and ensure seamless service delivery.
• Review customer feedback, quality trends, and performance data to identify coaching opportunities and implement corrective action plans.
• Prepare and present daily, weekly, and monthly performance reports, dashboards, and business updates to management.
• Utilize performance data and operational insights to support strategic decision-making, improve productivity, and drive continuous process improvement.
• Foster a culture of accountability, teamwork, customer centricity, and continuous improvement within the team.
• Ensure compliance with company policies, process guidelines, quality standards, and applicable organizational requirements.
• Support management in implementing process changes, new initiatives, operational improvements, and business requirements.
• Effectively manage day-to-day team activities, priorities, and operational requirements while ensuring consistent service delivery and achievement of business objectives.
• Adapt to changing business priorities, performance expectations, and operational requirements while maintaining team engagement and operational excellence.