Assistant Manager, Client Satisfaction

This is a fully remote position, open to applicants in India.

📋 Description

• Supervise the operations and performance of the Support team.

• Report directly to the Senior Manager of Operations.

• Ensure collaboration among team members to meet Client Satisfaction objectives.

• Guarantee that inbound calls, chats, and emails adhere to Service Level Agreements.

• Maintain an abandonment rate of 5% or less.

• Monitor and enhance average wait times, aiming for 90 seconds for calls and 180 seconds for chat interactions.

• Achieve and sustain a 75% Customer Satisfaction Score (CSAT).

• Deliver a minimum Internal Audit Score of 95%.

• Ensure zero escalations from both internal and external clients through proactive de-escalation and floor support.

• Ensure 100% completion of bi-weekly one-on-one meetings with Team Leads.

• Identify BQ Agents monthly, emphasize performance opportunities, and formulate action plans.

• Address all D-Sats within the team and provide feedback.

• Monitor and maintain an attrition rate of 5% or less.

• Ensure 90% schedule adherence and a minimum of 7 hours and 45 minutes of productivity per shift.

• Maintain planned and unplanned shrinkage at 8% according to the finalized Workforce Management roster.

⛳️ Requirements

• Experience, education, certifications, software skills, language requirements, and work authorization details are not included in the posting.

• Capability to work rotational night shifts.

• Willingness to work on rotational days off.

🏝️ Benefits

• Competitive salary.

• Supportive work culture.

• Opportunities for career advancement.

• Learning and development initiatives.

• Company-sponsored health insurance.

• Referral award program.

• Company-provided IT equipment.