Customer Support Manager ( Non-IT BPO)
- Job Title
- Customer Support Manager
- Company
- ADA Tech Solutions Pvt. Ltd.
- Work Location
- Baner, Pune, Maharashtra
- Job Type
- Full-Time
- Work Mode
- Work from Office
- Department
- Customer Support / Operations
- Experience
- 5–10 Years
Job Summary
ADA Tech Solutions Pvt. Ltd. is looking for an experienced and result-oriented Customer Support Manager to manage customer support operations, lead a team of customer service professionals, improve customer satisfaction, and ensure operational efficiency. The ideal candidate should have strong leadership, communication, problem-solving, and team management skills.
Key Responsibilities
Manage daily customer support operations and ensure smooth workflow.
Lead, motivate, and mentor customer support executives and team leaders.
Monitor team performance, productivity, service quality, and customer satisfaction.
Handle customer escalations and ensure timely resolution of complaints.
Track key performance indicators (KPIs), service-level agreements (SLAs), CSAT, AHT, and FCR.
Conduct performance reviews, coaching sessions, and feedback meetings.
Identify process gaps and implement strategies to improve service quality.
Coordinate with internal departments to resolve customer issues.
Prepare daily, weekly, and monthly performance reports for management.
Ensure adherence to company policies, quality standards, and operational procedures.
Support recruitment, onboarding, and training of customer support staff.
Required Skills
Excellent verbal and written communication skills.
Strong leadership and team management abilities.
Good analytical and problem-solving skills.
Experience in customer complaint handling and escalation management.
Knowledge of BPO / customer support processes and performance metrics.
Proficiency in MS Excel, CRM tools, and reporting.
Ability to manage pressure and achieve operational targets.
Eligibility Criteria
- Experience
- 5–10 years in customer support or BPO operations, including team management experience.
- Education
- Graduate in any discipline.
- Industry Preference
- BPO, Customer Service, Contact Centre, or Customer Experience.
- Work Location
- Baner, Pune, Maharashtra.
- Employment Type
- Full-Time.
- Work Arrangement
- Work from Office.
How to Apply
Interested candidates can apply through Indeed or share their updated resume with our recruitment team.
- HR Contact
- Purwa
- Company
- ADA Tech Solutions Pvt. Ltd.
- Phone
- 9850020704
- purwa29ada@gmail.com
- Pay
- ₹30,000.00 - ₹40,000.00 per month
Benefits
Provident Fund
- Work Location
- In person
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