About this role
The team is seeking an Assistant Manager for Chat Support to lead and manage a team of Customer Service Representatives. This role is based in Hyderabad and is a 6-month contract position requiring 100% work from the office.
In this role, you will oversee the daily operations of the chat support team, ensuring high-quality service delivery and customer satisfaction. You will be responsible for driving operational excellence and achieving key performance indicators.
Key Responsibilities:
- Lead and mentor a team of Team Leaders and Customer Service Representatives.
- Manage customer inquiries through chat, secure email, and digital messaging channels.
- Monitor team performance and implement strategies for improvement.
- Ensure adherence to service level agreements and operational standards.
- Conduct regular training sessions and performance evaluations for team members.
- Collaborate with other departments to enhance customer experience.
Required Skills & Qualifications:
- Proven experience in customer service management, preferably in a non-voice environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze performance metrics and drive improvements.
- Proficient in using chat support tools and CRM systems.
Experience:
- Minimum of 3 years in customer service, with at least 1 year in a supervisory role.
What we offer:
- An opportunity to work in a dynamic environment with a focus on professional growth.
- Exposure to innovative customer service practices.
- A supportive team culture that values collaboration and success.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.