Associate Manager - Customer Suuport

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, fee...