About the role
JOB DESCRIPTION
- Lead and manage a team of 15–20 customer support associates, driving performance, engagement, and retention.
- Monitor key operational KPIs including CSAT, SLA, Quality, Productivity, Attendance, and Adherence.
- Conduct regular coaching, performance reviews, and action planning to improve individual and team performance.
- Handle customer escalations, conflicts, and PIPs, ensuring timely resolution and service recovery.
- Analyze operational data, prepare performance reports, and conduct RCA and process improvement initiatives.
- Partner with Quality, Training, and WFM teams to improve customer experience, resolution rates, & overall business performance.
QUALIFICATION & EXPERIENCE
- Bachelor's degree in any discipline.
- Experience managing support operations for international markets
- Experience should include queue management, SLA management, escalation management
- Prior OTT/streaming platform support experience is an added advantage
- Chat, Email, and Social Media support operations expertise
- Quick to adapt to evolving business needs and effectively implement the frequent process changes
- Experience managing KPIs, SLAs, CSAT, and Quality metrics