Website:
staffanchor.com
Job details:
Hiring: Associate Manager – Customer Service
Location: Lucknow
Experience Required: 5–8 Years
Employment Type: Full-time
Work Schedule: 5 Days Working | Rotational Day Shift
StaffAnchor is hiring for its client for the role of Associate Manager – Customer Service.
Job Summary
We are looking for an experienced Customer Service professional to lead and manage a team of Customer Service Associates across voice and chat support channels. The role requires strong leadership, operational management, escalation handling, and customer experience management skills in a fast-paced environment.
Key Responsibilities
- Manage and lead a team of 20–25 Customer Service Associates.
- Monitor team productivity, quality, and overall performance metrics.
- Ensure adherence to SLAs, response timelines, and operational standards.
- Handle customer escalations and drive timely resolution.
- Analyze performance data and prepare operational reports.
- Identify process improvement opportunities and implement corrective actions.
- Coordinate with internal teams to ensure smooth customer support operations.
- Conduct coaching, feedback, and performance review sessions for team members.
- Support training and quality improvement initiatives.
Required Skills & Experience
- 5–8 years of experience in Customer Service or Operations.
- Prior team handling experience is mandatory.
- Strong understanding of SLA-driven environments.
- Excellent communication and people management skills.
- Experience in handling customer escalations.
- Good analytical and reporting skills.
- Proficiency in Excel and operational dashboards.
Key Performance Metrics
- Customer Satisfaction (CSAT)
- SLA Adherence
- Resolution Efficiency
- Team Productivity & Quality Scores
- Repeat Ticket Reduction
- Team Engagement & Retention
Click on Apply to know more.