Customer Support Executive

Key Responsibilities

Team Leadership & Management

• Lead and supervise Client Service Representatives, ensuring performance and accountability.

• Create and manage team rosters, shift schedules, and workforce planning (WFM).

• Conduct regular team meetings, performance reviews, and coaching sessions.

Operations & Quality Assurance

• Oversee daily call center operations and ensure smooth functioning.

• Develop, implement, and update SOPs for customer support processes.

• Conduct quality checks on calls, chats, and client interactions.

• Monitor KPIs such as response time, resolution rate, and customer satisfaction.

Training & Development

• Design and deliver training modules for new hires and ongoing skill development.

• Ensure team members are aligned with company values, communication standards, and service excellence.

• Maintain updated training documentation and process guidelines.

Reporting & Analytics

• Prepare daily, weekly, and monthly reports on customer support performance.

• Track attendance, productivity, and conversion metrics.

• Share insights with management to improve customer experience and operational efficiency.

Client Experience & Escalation Handling

• Act as the escalation point for complex client issues.

• Ensure timely resolution of customer concerns with empathy and professionalism.

• Support retention and customer satisfaction initiatives.

Skills & Competencies

• Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.

• Experience in call center operations, WFM, and quality assurance.

• Ability to design and implement SOPs and training modules.

• Analytical mindset with reporting and data-driven decision-making skills.

• Tech-savvy with CRM tools, call center software, MS Office, and Google Suite.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6+ years Experience.