Assistant Support Manager

Key Responsibilities:

Team Leadership & Supervision:

- Lead and mentor a team of Team Leaders and Customer Support Executives.

- Monitor team performance, adherence, and discipline across shifts.

- Conduct team briefings, daily huddles, and performance evaluations.

Customer Experience & Service Delivery:

- Ensure timely and effective resolution of customer queries, issues, and escalations.

- Track and improve key customer metrics including CSAT, FCR, NPS, and AHT.

- Analyze customer feedback and implement action plans to enhance service quality.

Quality & Process Improvement:

- Work closely with the Quality team to drive error reduction and coaching initiatives.

- Conduct RCA (Root Cause Analysis) on repeat complaints and implement corrective

actions.

- Identify process gaps and collaborate with cross-functional teams to optimize workflows.

Reporting & Analytics:

- Maintain daily/weekly/monthly MIS on team performance and service levels.

- Present actionable insights to management and drive performance-based planning.

- Use data to make informed decisions about team capacity, load balancing, and escalation

trends.

Training & Development:

- Identify training needs and coordinate with L&D for upskilling programs.

- Support new joiners and ensure smooth onboarding.

- Encourage a culture of continuous learning and knowledge sharing.Role & responsibilities

Required Skills & Experience:

- Graduate in any discipline.

- 4 to 6 years of experience in customer support operations, with 23 years in a team

leadership or assistant manager role.

- In-depth knowledge of call center/customer support metrics and KPIs.

- Strong communication, problem-solving, and people management skills.

- Hands-on experience with CRM tools like Freshdesk, Zendesk, Salesforce, etc.

- Ability to handle high-pressure environments and multi-channel support (voice, email).

Nice to Have:

- Experience in fintech, edtech, or BFSI customer support domains.

- Exposure to automation tools, ticketing workflows, and AI chatbots.