Assistant Manager- Chat Support

Assistant Manager- Customer Service Representative – Non-Voice (Chat Support)

Location: Hyderabad

Employment Type: Contract - (6 months)

Work Mode: 100% Work from Office

Experience: 3+Years

About the Role

Assistant Manager – Customer Support (Chat Operations)

• Lead and manage a team of Team Leaders and/or Customer Service

Representatives supporting customer inquiries through chat, secure email, and

digital messaging channels.

• Drive operational excellence by ensuring achievement of key performance

indicators (KPIs) including Service Level, CSAT, Quality, Productivity, AHT,

Adherence, and Employee Engagement.

• Monitor daily business operations, analyze performance metrics, identify trends,

and implement action plans to improve operational efficiency and customer

experience.

• Coach, mentor, and develop Team Leaders through regular performance reviews,

feedback sessions, and career development initiatives.

• Collaborate with cross-functional teams including Quality, Training, Workforce

Management, Operations Support, and Business Partners to ensure seamless

service delivery.

• Handle customer escalations, operational challenges, and critical business issues

while ensuring timely resolution and minimal business impact.

• Lead root cause analysis for operational issues and implement preventive and

corrective action plans.

• Ensure compliance with company policies, client guidelines, healthcare

regulations, information security standards, and data privacy requirements.

• Drive continuous improvement initiatives using data-driven insights, Lean

methodologies, and process optimization techniques.

• Review quality trends and customer feedback to identify coaching opportunities

and improve team performance.

• Ensure teams effectively utilize operational tools, digital platforms, automation

technologies, and knowledge management resources.

• Partner with stakeholders to support process transitions, change management

initiatives, new product launches, and business transformation projects.

• Prepare and present operational reports, business reviews, dashboards, and

performance updates to senior leadership and client stakeholders.

• Foster a culture of accountability, collaboration, innovation, and customer centricity across the team.

• Ensure adequate staffing, resource planning, shift management, and business

continuity to meet operational requirements.

• Adapt to evolving business priorities, organizational changes, and client

requirements while maintaining operational excellence.

• Comply with the terms and conditions of the employment contract, company

policies, security standards, regulatory requirements, and all organizational

directives, including changes to work location, shifts, team structure, or business

• processes as required.

Interested candidates may send their updated CV or reach out directly:

Email: [Confidential Information]

Phone: 9625360076 (Shivani Singh)

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