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, feedback sessions, and performance reviews.
Track and analyze metrics such a...