Assistant Manager/Team Lead

Job Title: Assistant Manager / Team Lead

Experience: Minimum 5 years

Salary: 6 LPA

Contract: 6 months, extendable based on business requirements

Location: Hyderabad (Work from Office)

Working Days: 5 days a week | Night Shift

Key Responsibilities

• Lead and support customer support teams to meet business targets and performance objectives.
• Oversee and sustain SLAs, KPIs, productivity, and overall service quality.
• Track and manage shrinkage, employee attendance, and workforce productivity.
• Review and manage key performance indicators including CSAT, AHT, quality, and customer satisfaction.
• Take ownership of escalations and ensure customer concerns are resolved within defined timelines.
• Carry out performance reviews, coaching, and regular feedback sessions for team members.
• Spot performance shortfalls and drive improvement initiatives.
• Develop and share daily, weekly, and monthly performance reports.