Customer Support Manager

Job Title

Customer Support Manager

Location: Sitra, Coimbatore, Tamil Nadu

Experience

5+ years

Industry

UPVC Door/Window Profile Manufacturing \& Home Interior Manufacturing

Shift

Day Shift

Company website

www.prominance.com \| www.homworks.com

Job Summary

We are seeking an experienced and results-driven Customer Support Manager to lead our call center operations in Coimbatore. This pivotal senior role involves managing a team of 25 Customer Support Executives and carrying the full responsibility for the call center's performance. A key function will be overseeing the intake, qualification, and follow-up on all leads generated through social media and digital platforms for both Prominance and Homworks brands.

Key Responsibilities

Team Leadership \& Management

Lead a team of 25 Customer Support Executives, providing coaching, mentorship, and performance feedback to ensure a high-performing and motivated team.

Conduct regular team meetings, training sessions, and one-on-one reviews.

Manage scheduling and resource allocation, ensuring adequate coverage, including being open to working on weekends as per operational requirements.

Call Center Performance \& Operations

Full responsibility for the entire call center's operational performance, ensuring all service level agreements (SLAs) and quality metrics are met or exceeded.

Monitor, analyze, and report on critical KPIs (Key Performance Indicators) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and call quality scores.

Resolve escalated customer issues, particularly those related to the UPVC doors/windows and home interior.

Process Improvement \& Reporting

Identify bottlenecks and implement strategies to improve support processes and systems for greater efficiency and customer satisfaction.

Prepare detailed weekly and monthly performance reports for senior management, highlighting team achievements, challenges, and necessary resource forecasts.

Collaborate effectively with cross-functional teams, particularly Sales, Manufacturing, and Installation, to streamline issue resolution and feedback loops.

Digital Lead Management \& Nurturing

Lead Handling Ownership: Be the primary owner for the swift intake and initial qualification of all customer leads generated through social media platforms (e.g., Facebook, Instagram, LinkedIn) and other digital campaigns.

Lead-to-Sales Coordination: Establish and enforce a strict SLA for the team's follow-up on these marketing leads, ensuring timely communication and proper handoff of qualified leads to the Sales team.

Data Integrity: Track and report on the conversion metrics specifically for social media leads, analyzing performance from lead source to final sale.

Requirements

Bachelor’s degree required.

5+ years in customer support, with a minimum of 2+ years in a high-volume leadership role managing a team of 15+ executives.

Demonstrated knowledge of the manufacturing or construction industry is preferred.

Strong communication, coaching, and people management skills.

Experience in administering and leveraging CRM tools for tracking and reporting.

Benefits

• Competitive salary, incentives, health insurance and career growth opportunities.

Sandhya Nair

Recruitment Manager

Phone Number

7530086292

www.prominance.com I www.homworks.com

Pay

₹35,000.00 - ₹55,000.00 per month

Benefits

• Food provided
• Provident Fund

Work Location

In person