Associate Manager – Customer Suuport Full Time

Job Title

Associate Manager – Call Support

Job Summary

We are seeking an experienced and customer-focused Associate Manager – Call Support to oversee daily call support operations and ensure high-quality customer service delivery. The role involves managing a team of call support executives, monitoring performance metrics, handling escalations, and driving continuous improvement in customer experience and operational efficiency.

Key Responsibilities

• Manage and supervise the day-to-day operations of the call support team.
• Team building, owning end to end team management starting from metrics to team retention
• Monitor inbound/outbound call performance to ensure service level targets and KPIs are achieved.
• Lead, coach, and mentor call support executives to improve productivity and service quality.
• Handle customer escalations and ensure timely issue resolution.
• Conduct call audits, feedback sessions, and performance reviews.
• Track and analyze metrics such as AHT, CSAT, FCR, SLA adherence, and call quality scores.
• Prepare operational reports and share performance insights with management.
• Coordinate with internal departments to resolve customer concerns effectively.
• Identify process gaps and implement improvements to enhance customer satisfaction.
• Ensure adherence to company policies, quality standards, and compliance requirements.
• Support hiring, onboarding, and training of new team members.

Required Skills & Qualifications

• Bachelor’s degree in any discipline.
• 3–6 years of experience in customer service or call center operations.
• Minimum 1–2 years of team handling or supervisory experience.
• Strong understanding of call center metrics and operations.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Ability to manage high-pressure situations and customer escalations.
• Proficiency in CRM systems, ticketing tools, and MS Office applications.

Preferred Qualifications

• Experience in inbound/outbound voice process management.
• Familiarity with workforce management and quality monitoring processes.
• Experience working in BPO, telecom, healthcare, fintech, e-commerce, or service industries.

Key Competencies

• Team Leadership
• Customer Service Excellence
• Call Center Operations Management
• Escalation Handling
• Performance Management
• Analytical & Problem-Solving Skills
• Process Improvement
• Communication & Coaching