Customer Support Manager

Customer Support Manager

Role & responsibilities

Team Leadership & Performance Management

• Lead, coach, and motivate a team of support executives engaged in both customer service and sales activities.
  
• Set clear sales and service targets, monitor progress, and implement improvement plans where necessary.
  

Sales Process Optimization

• Oversee end-to-end sales process, from lead qualification to closure, ensuring smooth handover to post-sales support.
  
• Develop scripts, objection-handling guides, and tailored pitches for different customer segments.
  
• Collaborate with marketing to ensure high-quality lead flow and effective follow-up strategies.
  

Customer Experience & Quality Assurance

• Maintain service quality standards, ensuring quick resolution of queries and high customer satisfaction.
  
• Monitor call recordings, CRM dashboards, and feedback reports to identify areas for improvement.
  
• Handle escalations and ensure prompt, empathetic resolutions.
  

Operational Excellence

• Drive adherence to CRM best practices, timely data entry, and structured follow-up routines.
  
• Analyze performance metrics such as conversion rates, AHT, CSAT, and agent productivity.
  
• Implement incentive programs to boost morale and performance.

Preferred candidate profile

• Graduate/Postgraduate in Business, Marketing, or related field.

• 5 - 8 years of BPO experience

  , with at least

  2 - 3 years in a managerial role

  handling a sales process.
• Proven track record in achieving sales targets while managing customer service operations.
• Strong communication skills in English and Hindi; regional languages (Telugu, Hindi, English, Tamil) are an advantage.
• Proficiency in CRM platforms (Zoho, Salesforce, LeadSquared, or similar).
• Analytical, data-driven approach with excellent problem-solving skills.
• Ability to thrive in a fast-paced, target-driven environment.
• Immediate Joiner Preferred.