Customer Support Manager

Role Overview:

Team Lead

Key Responsibilities:

• Lead and manage a team supporting international clients across voice and non-voice channels (email, chat, and calls).

• Drive team performance against KPIs (CSAT, AHT, FCR, productivity) and SLAs.
• Create, manage, and publish team rosters and shift schedules.
• Monitor and control

  shrinkage

  ,

  attrition

  , and ensure staffing levels align with business needs.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Report metrics and insights to operations managers and other stakeholders.
• Collaborate with training and quality teams to ensure consistent service delivery.
• Use data tools like

  Excel (VLOOKUP, HLOOKUP, Pivot Tables)

  for performance reporting and analysis.

Key Requirements:

• 23 years on-paper experience

  as a Team Lead in an international process (US/UK healthcare experience is a plus).

• Proven experience in

  blended process management

  (voice and non-voice).
• Strong leadership, conflict resolution, and team development skills.
• Excellent written and verbal communication in English.
• Proficient in MS Excel and Google Workspace tools.
• Ability to work in rotational shifts, including night shifts (as per client timezone).
• Immediate joiners will be prioritized.

• Domestic process-only experience will not be considered.