Job Title
Associate Manager – Call Support
Job Summary
We are seeking an experienced and customer-focused Associate Manager – Call Support to oversee daily call support operations and ensure high-quality customer service delivery. The role involves managing a team of call support executives, monitoring performance metrics, handling escalations, and driving continuous improvement in customer experience and operational efficiency.
Key Responsibilities
- Manage and supervise the day-to-day operations of the call support team.
- Team building, owning end to end team management starting from metrics to team retention
- Monitor inbound/outbound call performance to ensure service level targets and KPIs are achieved.
- Lead, coach, and mentor call support executives to improve productivity and service quality.
- Handle customer escalations and ensure timely issue resolution.
- Conduct call audits, feedback sessions, and performance reviews.
- Track and analyze metrics such as AHT, CSAT, FCR, SLA adherence, and call quality scores.
- Prepare operational reports and share performance insights with management.
- Coordinate with internal departments to resolve customer concerns effectively.
- Identify process gaps and implement improvements to enhance customer satisfaction.
- Ensure adherence to company policies, quality standards, and compliance requirements.
- Support hiring, onboarding, and training of new team members.
Required Skills & Qualifications
- Bachelor's degree in any discipline.
- 3–6 years of experience in customer service or call center operations.
- Minimum 1–2 years of team handling or supervisory experience.
- Strong understanding of call center metrics and operations.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Ability to manage high-pressure situations and customer escalations.
- Proficiency in CRM systems, ticketing tools, and MS Office applications.
Preferred Qualifications
- Experience in inbound/outbound voice process management.
- Familiarity with workforce management and quality monitoring processes.
- Experience working in BPO, telecom, healthcare, fintech, e-commerce, or service industries.
Key Competencies
- Team Leadership
- Customer Service Excellence
- Call Center Operations Management
- Escalation Handling
- Performance Management
- Analytical & Problem-Solving Skills
- Process Improvement
- Communication & Coaching
