Assistant Manager, Client Satisfaction

Examity, Inc.; India; Remote; INR 900,000 - 1,700,000; Full time

Benefits offered by this job

Competitive Pay

Healthy Work Culture

Career Growth Opportunities

Learning and Development Opportunities

Company-Sponsored Health Insurance

Referral Award Program

Company-Provided IT Equipment

Job summary

Meazure Learning is seeking an Assistant Manager / Manager, Support Team to oversee the operations and performance of the Support team. Reporting to the Sr. Manager, Operations, you will ensure that all team members work together to achieve our Client Satisfaction goals.

The role involves driving inbound operations excellence, quality assurance, coaching, and workforce optimization. You will lead with a focus on CSAT, audit scores, escalations, and staff development, with remote India

Qualifications

• Experience leading a client-facing support or operations team.
• Ability to set and monitor service levels and performance metrics.
• Strong focus on CSAT and quality standards.

Responsibilities

• Oversee the operations and performance of the Support team.
• Report to Sr. Manager, Operations and drive client satisfaction goals.
• Lead inbound operations including SLA and queue management, aiming for target metrics.
• Drive quality assurance with audits and minimize escalations.
• Coach team leads bi-weekly and monitor performance developments.
• Manage workforce planning, retention, and schedule adherence.

Skills

Team leadership

SLA management

Quality assurance

Coaching & development

Workforce management

Job description

At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision:

"To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently."

Our vision starts with our valuesHungry, Humble, and Smart. We are looking for team members who model a drive for results, think of the organization and team first without ego or agenda, and lead with collaboration and emotional intelligence. This is the foundation of success for all employees at Meazure Learning.

The Role

As an Assistant Manager / Manager, Support Team, you will oversee the operations and performance of the Support team. Reporting to the Sr. Manager, Operations, you will ensure that all team members work together to achieve our Client Satisfaction goals.

Responsibilities

Inbound Operational Excellence & Service Delivery

• SLA & Queue Management: Ensure all inbound channels (calls, chats, and emails) meet Service Level Agreements by maintaining an abandonment rate of 5%.
• Queue Efficiency: Monitor and optimize average wait times, targeting 90 seconds for calls and 180 seconds for chat interactions.

Quality Assurance & Client Satisfaction

• CSAT Excellence: Achieve and maintain a Customer Satisfaction Score (CSAT) of 75% based on direct client feedback.
• Quality Audits: Deliver a minimum internal audit score of 95% by ensuring all team interactions are handled accurately, professionally, and in accordance with brand protocols.
• Escalation Control: Maintain a target of zero escalations from internal or external clients through proactive de-escalation and floor support.

Performance Coaching & Talent Development

• Bi-Weekly Coaching: Ensure 100% completion of bi-weekly one-on-one meetings with Team Leads to discuss performance metrics and track progress against development goals.
• D-SAT Management: Identify bottom-quartile (BQ) agents each month, highlight key improvement areas, create action plans to improve performance, and ensure all D-SAT cases within your span are reviewed and feedback is shared.

Workforce Management & Resource Optimization

• Retention Management: Monitor and maintain an attrition rate of 5% through effective engagement and professional support.
• Productivity Adherence: Ensure the team maintains 90% schedule adherence, with agents delivering at least 7 hours 45 minutes of productive work per shift.
• Leave Policy Compliance: Manage team availability by maintaining 8% planned shrinkage and 8% unplanned shrinkage in accordance with the finalized WFM roster.

Additional Position Information

• Remote India Opportunity
• Core Hours: Rotational Night Shifts
• Core Days Worked: Rotational Week Offs

Benefits

• Competitive Pay
• Healthy Work Culture
• Career Growth Opportunities
• Learning and Development Opportunities
• Company-Sponsored Health Insurance
• Referral Award Program
• Company-Provided IT Equipment

Learn more at www.meazurelearning.com

Meazure Learning is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunities for all employees and maintaining a workplace free from discrimination and harassment. Employment decisions are based solely on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, sex (including pregnancy), age, disability, HIV status, sexual orientation, gender identity or expression, marital or partnership status, military service, family medical history, genetic information, family or parental status, or any other status protected by applicable laws. Meazure Learning will not tolerate discrimination or harassment based on any of these characteristics.