Assistant Manager

Artech L.L.C.; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Artech L.L.C. in Hyderabad, India, is seeking an Assistant Manager to lead a 20–25 member Customer Service team. You will drive key KPIs, manage daily operations, and ensure high-quality customer experiences.

Responsibilities include coaching, performance reviews, handling escalations, collaborating with internal stakeholders, and delivering actionable insights through regular reports. The role requires strong leadership, process discipline, and a customer-centric mindset.

Responsibilities

• Lead daily operations for a 20–25 member Customer Service team.
• Drive KPIs: AHT, CSAT, FCR, SLA, Quality, Productivity, and Adherence.
• Provide coaching plans and PIPs to close performance gaps.
• Conduct regular one-on-one meetings and performance discussions.
• Review feedback and data to identify coaching opportunities.
• Prepare daily/weekly/monthly performance reports for management.

Job description

Assistant Manager – Customer Support Operations

• Lead and manage daily operations for a team of 20–25 Customer Service Representatives, ensuring consistent achievement of key performance indicators (KPIs) including AHT, CSAT, FCR, SLA, Quality, Productivity, and Adherence.
• Monitor, analyze, and review team performance metrics to identify performance gaps, operational trends, and opportunities for improvement.
• Develop and implement targeted coaching plans and Performance Improvement Plans (PIPs) to address individual performance gaps and improve overall team productivity.
• Conduct regular one-on-one meetings, performance discussions, and feedback sessions to support employee engagement, accountability, and continuous performance improvement.
• Conduct periodic performance appraisals and provide constructive feedback aligned with individual goals, business requirements, and organizational expectations.
• Coach, mentor, and develop team members through structured process training, skill enhancement, and continuous learning initiatives.
• Ensure team members maintain high standards of service quality, process adherence, compliance, and customer experience.
• Handle customer escalations and complex service-related issues, ensuring timely resolution while maintaining high levels of customer satisfaction.
• Collaborate with internal stakeholders and support functions to resolve operational challenges and ensure seamless service delivery.
• Review customer feedback, quality trends, and performance data to identify coaching opportunities and implement corrective action plans.
• Prepare and present daily, weekly, and monthly performance reports, dashboards, and business updates to management.
• Utilize performance data and operational insights to support strategic decision-making, improve productivity, and drive continuous process improvement.
• Foster a culture of accountability, teamwork, customer centricity, and continuous improvement within the team.
• Ensure compliance with company policies, process guidelines, quality standards, and applicable organizational requirements.
• Support management in implementing process changes, new initiatives, operational improvements, and business requirements.
• Effectively manage day-to-day team activities, priorities, and operational requirements while ensuring consistent service delivery and achievement of business objectives.
• Adapt to changing business priorities, performance expectations, and operational requirements while maintaining team engagement and operational excellence.