Subject Matter Expert

TP; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

TP in Hyderabad is seeking an experienced Customer Support Team Manager to lead a dynamic group of agents and ensure SLA targets are met. You will coach, mentor and evaluate performance to drive productivity and service quality.

The role requires monitoring KPIs such as AHT, CSAT, TAT and rostering compliance, coordinating with sales and other departments to resolve complex customer issues and sustain high customer satisfaction.

Qualifications

• Manage customer support team to achieve SLA targets.
• Conduct daily briefings, coaching sessions, and performance evaluations to improve team members' skills and productivity.
• Identify areas for improvement and implement strategies to reduce shrinkage rates through effective people management skills.
• Monitor KPIs such as AHT, CSAT, TAT, attrition rate, and rostering compliance to ensure optimal operations efficiency.
• Collaborate with other departments (e.g., sales) to resolve complex customer complaints and maintain high levels of customer satisfaction.

Responsibilities

• Manage customer support team to achieve SLA targets.
• Conduct daily briefings, coaching sessions, and performance evaluations to improve team members' skills and productivity.
• Identify areas for improvement and implement strategies to reduce shrinkage rates through effective people management skills.
• Monitor KPIs such as AHT, CSAT, TAT, attrition rate, and rostering compliance to ensure optimal operations efficiency.
• Collaborate with other departments (e.g., sales) to resolve complex customer complaints and maintain high levels of customer satisfaction.

Job description

Roles and Responsibilities

• Manage customer support team to achieve SLA targets, ensuring timely resolution of customer queries and issues.
• Conduct daily briefings, coaching sessions, and performance evaluations to improve team members' skills and productivity.
• Identify areas for improvement and implement strategies to reduce shrinkage rates through effective people management skills.
• Monitor KPIs such as AHT, CSAT, TAT, attrition rate, and rostering compliance to ensure optimal operations efficiency.
• Collaborate with other departments (e.g., sales) to resolve complex customer complaints and maintain high levels of customer satisfaction.