Job Description
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 reso...