Assistant Manager- Chat Support

Assistant Manager- Customer Service Representative – Non-Voice (Chat Support) Location: Hyderabad Employment Type: Contract - (6 months) Work Mode: 100% Work from Office Experience: 3+Years About the Role Assistant Manager – Customer Support (Chat Operations) • Lead and manage a team of Team Leaders and/or Customer Service Representatives supporting customer inquiries through chat, secure email, and digital messaging channels. • Drive operational excellence by ensuring achievement of key performance indicators (KPIs) including Service Level, CSAT, Quality, Productivity, AHT, Adherence, and Employee Engagement. • Monitor daily business operations, analyze performance metrics, identify trends, and implement action plans to improve operational efficiency and customer experience. • Coach, mentor, and develop Team Leaders through regular performance reviews, feedback sessions, and career development initiatives. • Collaborate with cross-functional teams including Quality, Training, Workforce Management, Operations Support, and Business Partners to ensure seamless service delivery. • Handle customer escalations, operational challenges, and critical business issues while ensuring timely resolution and minimal business impact. • Lead root cause analysis for operational issues and implement preventive and corrective action plans. • Ensure compliance with company policies, client guidelines, healthcare regulations, information security standards, and data privacy requirements. • Drive continuous improvement initiatives using data-driven insights, Lean methodologies, and process optimization techniques. • Review quality trends and customer feedback to identify coaching opportunities and improve team performance. • Ensure teams effectively utilize operational tools, digital platforms, automation technologies, and knowledge management resources. • Partner with stakeholders to support process transitions, change management initiatives, new product launches, and business transformation projects. • Prepare and present operational reports, business reviews, dashboards, and performance updates to senior leadership and client stakeholders. • Foster a culture of accountability, collaboration, innovation, and customer centricity across the team. • Ensure adequate staffing, resource planning, shift management, and business continuity to meet operational requirements. • Adapt to evolving business priorities, organizational changes, and client requirements while maintaining operational excellence. • Comply with the terms and conditions of the employment contract, company policies, security standards, regulatory requirements, and all organizational directives, including changes to work location, shifts, team structure, or business - processes as required. Interested candidates may send their updated CV or reach out directly: Email: [HIDDEN TEXT] Phone: 9625360076 (Shivani Singh) If this role isn't relevant to you, feel free to share it within your network. Skills: Data Entry, Problem Solving, Team Lead, Conflict Resolution, crm software, Customer Service Experience: 3.00-8.00 Years Education: MBBS, Doctor of Public Health (DrPH), Doctor of Physical Therapy, Bachelor of Architecture (B.Arch), Bachelor Of Computer Application (B.C.A), Master OF Business Administration (M.B.A), Doctor of Psychology (Psy. D./D. Psych.), Master in Computer Application (M.C.A), Doctor of Veterinary Medicine (DVM), Bachelor of Applied Science (BAS), Bachelor of Science (B.Sc), Master of Law (M.L/L.L.M), Bachelor in General Studies (BGS), Bachelor Of Technology (B.Tech/B.E), Master of Commerce (M.Com), Doctor of Medicine (M.D/M.S), Doctor of Optometry, Bachelor of Business Administration (B.B.A), Doctor of Pharmacy (PharmD), Masters in Technology (M.Tech/M.E), Aviation, Bachelors of Law (B.L/L.L.B), Associate of Arts, Bachelor of Music, Masters in Arts (M.A), Bachelor of Dental Surgery (B.D.S), Doctor of Dental Surgery/Medicine (DDS/DMD), Bachelor of Commerce (B.Com), Bachelor Of Pharmacy (B.Pharm), Bachelor of Arts (B.A), Bachelor in Hotel Management (B.H.M), Post Graduate Diploma in Computer Applications (PGDCA), Doctor of Nursing Practice (DNP), Bachelor of Education (B.Ed), Bachelor of Ayurvedic Medicine and Surgery (BAMS), Bachelor of Homeopathic Medicine and Surgery (BHMS), Bachelor of Social Work (B.S.W), Bachelor of Veterinary Science (B.V.Sc), Bachelor of Interdisciplinary Studies, Masters of Architecture (M.Arch)