Assistant Manager Client Satisfaction
Accountabilities: The role is responsible for overseeing support team operations, ensuring service quality, achieving satisfaction targets, and developing team performance. Key responsibilities include:
Manage daily support operations across inbound channels, including calls, chats, and emails, ensuring service levels and response time objectives are achieved.
Monitor queue performance, optimize workflows, and maintain operational efficiency across customer support activities.
Drive customer satisfaction initiatives by tracking feedback, improving service quality, and achieving targeted satisfaction metrics.
Conduct quality reviews and ensure customer interactions follow established processes, communication standards, and service guidelines.
Manage escalations proactively by providing floor support, resolving issues, and ensuring a seamless customer experience.
Coach and mentor team leads through regular performance discussions, development planning, and improvement initiatives.
Identify performance gaps, create action plans, and support continuous improvement across the support team.
Monitor workforce management metrics, including schedule adherence, productivity, attendance, and resource planning.
Support employee engagement and retention initiatives to maintain a motivated and high-performing team.
Ensure compliance with operational policies, workforce plans, and service delivery expectations.
Requirements:
The ideal candidate has experience in customer support operations, team leadership, and service quality management. Required qualifications and skills include:
Experience managing customer support, client service, or operations teams in a fast-paced environment.
Strong understanding of service level agreements, customer satisfaction metrics, quality assurance, and operational performance indicators.
Proven ability to coach, mentor, and develop team members to improve performance outcomes.
Strong analytical skills with the ability to review operational data and identify improvement opportunities.
Excellent communication and interpersonal skills with the ability to manage internal and external stakeholders.
Strong problem-solving skills and the ability to handle escalations with professionalism and empathy.
Ability to manage multiple priorities while maintaining attention to detail and service quality.
Experience with workforce management processes, scheduling, and productivity tracking is preferred.
Comfortable working rotational night shifts and rotational weekly schedules.
Strong leadership mindset with a focus on collaboration, accountability, and continuous improvement.
Benefits:
The role offers a supportive environment with opportunities for growth, learning, and professional development, including:
Competitive compensation package.
Remote work opportunity based in India.
Healthy and collaborative work culture.
Career growth and advancement opportunities.
Learning and development programs to enhance professional skills.
Company-sponsored health insurance.
Employee referral award program.
Company-provided IT equipment.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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