Customer Service Support Manager

Customer Support Manager (Contact Center) – Immediate Joiners Preferred
📍 Location: Bangalore
💼 Experience: 5–8 Years
🕒 Employment Type: Full-Time
⚡ Notice Period: Immediate Joiners or candidates serving up to 15 days' notice are highly preferred.
Role Overview
We are seeking an experienced Customer Support Manager to lead a high-performing Contact Center team responsible for customer support and booking assistance. The ideal candidate will have a proven track record in managing inbound and outbound contact center operations, driving operational excellence, improving customer satisfaction, and leading teams across Voice, Email, Chat, and WhatsApp support channels.
The role requires hands-on expertise in workforce management, service level adherence, quality assurance, real-time queue management, performance optimization, customer escalation handling, and continuous process improvement.
Key Responsibilities
Operations Management
Manage end-to-end contact center operations across Voice, Email, Chat, and WhatsApp channels.
Ensure achievement of Service Level Agreements (SLAs) and operational KPIs.
Monitor real-time queues and workforce availability.
Optimize staffing, scheduling, and shift planning.
Drive Customer Satisfaction (CSAT) and improve First Call Resolution (FCR).
Ensure smooth and efficient day-to-day customer support operations.
Team Leadership
Lead, mentor, and develop Team Leaders and Customer Support Executives.
Conduct daily team huddles, coaching sessions, and performance reviews.
Monitor productivity, attendance, schedule adherence, and overall team performance.
Coach underperforming team members and implement performance improvement plans.
Foster a high-performance and customer-centric culture.
Quality & Compliance
Conduct regular call audits and interaction reviews.
Ensure adherence to quality standards, SOPs, and compliance requirements.
Identify coaching opportunities to improve quality scores.
Collaborate with the Quality team to implement continuous improvement initiatives.
Customer Escalation Management
Handle and resolve complex customer escalations professionally.
Coordinate with Product, Technology, Operations, and other stakeholders for timely issue resolution.
Prepare Root Cause Analysis (RCA) reports and implement preventive actions.
Workforce & Performance Management
Monitor and improve key operational metrics, including:
Average Speed of Answer (ASA)
Average Handle Time (AHT)
Average Talk Time (ATT)
After Call Work (ACW)
Service Level (SL)
Occupancy
Schedule Adherence
Shrinkage
Queue Health
Callback SLA
Email Response SLA
WhatsApp Response SLA
Reporting & Analytics
Prepare and publish daily, weekly, and monthly MIS reports covering:
Calls Offered
Calls Answered
Abandoned Calls
Missed Calls
Queue Wait Time
SLA Performance
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Escalation Trends
Quality Scores
Agent Productivity
First Call Resolution (FCR)
Repeat Contacts
Resource Utilization
Process Improvement
Identify operational gaps and implement continuous improvement initiatives.
Reduce handling time while maintaining service quality.
Drive automation and workflow optimization.
Enhance the overall customer experience through process excellence.
Required Skills & Qualifications
5–8 years of experience in Customer Support or Contact Center Operations.
Minimum 2 years of experience managing Team Leaders or large customer support teams.
Strong leadership, coaching, and people management skills.
Excellent verbal and written communication skills.
Hands-on experience in Workforce Management (WFM) and real-time queue management.
Strong understanding of SLA, AHT, FCR, CSAT, NPS, and contact center KPIs.
Experience with CRM platforms and contact center technologies.
Advanced proficiency in Microsoft Excel and MIS reporting.
Experience in Quality Assurance (QA), performance management, and customer escalation handling.
Strong analytical, problem-solving, and decision-making skill

Work arrangement
No