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AIS Technolabs
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Sr. Manager-Client Support(Night Shift)

Sr. Manager-Client Support(Night Shift)

AIS Technolabs

8 - 13 years

4 - 9 Lacs

mohali

Posted:4 days ago| Platform:

Apply

Skills Required

global client management client support international clients b2c sales

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Management: Lead, coach, and manage a team of support leads, quality analysts,

and frontline agents handling inbound/outbound queries during the night shift.

Service Delivery: Ensure service level agreements (SLAs), turnaround times (TATs), and

customer satisfaction metrics (CSAT/NPS) are consistently met or exceeded.

Client Escalations: Act as the senior point of contact for escalated client issues during

the night shift; resolve critical incidents with urgency and professionalism.

Performance Monitoring: Utilize dashboards and analytics to monitor agent

productivity, ticket resolution times, and customer satisfaction scores.

Compliance: Ensure that all customer interactions adhere to regulatory requirements

such as PCI DSS, GDPR, RBI/SEBI (for fintech), and internal quality standards.

Continuous Improvement: Identify and drive opportunities for process improvements,

automation, and support optimization.

Collaboration: Work closely with cross-functional teams including product, risk,

compliance, and engineering to ensure end-to-end client issue resolution.Role & responsibilities

Preferred candidate profile

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AIS Technolabs

IT Services and IT Consulting

Ahmedabad Gujarat

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Sr. Manager-Client Support(Night Shift)

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Team Management: Lead, coach, and manage a team of support leads, quality analysts,

and frontline agents handling inbound/outbound queries during the night shift.

Service Delivery: Ensure service level agreements (SLAs), turnaround times (TATs), and

customer satisfaction metrics (CSAT/NPS) are consistently met or exceeded.

Client Escalations: Act as the senior point of contact for escalated client issues during

the night shift; resolve critical incidents with urgency and professionalism.

Performance Monitoring: Utilize dashboards and analytics to monitor agent

productivity, ticket resolution times, and customer satisfaction scores.

Compliance: Ensure that all customer interactions adhere to regulatory requirements

such as PCI DSS, GDPR, RBI/SEBI (for fintech), and internal quality standards.

Continuous Improvement: Identify and drive opportunities for process improvements,

automation, and support optimization.

Collaboration: Work closely with cross-functional teams including product, risk,

compliance, and engineering to ensure end-to-end client issue resolution.Role & responsibilities

Preferred candidate profile

More Jobs at AIS Technolabs