We are looking for a skilled Support Manager who can lead our representatives to better
performance and improve service quality. The Support Manager will assist in establishing call center
objectives, provide representatives with opportunities to expand their knowledge of services,
products, and troubleshooting techniques, analyze call center data, and focus on improving
performance and processes in an effort to better support customers. You should have exceptional
communication, interpersonal, and customer service skills, as well as comprehensive knowledge of
company policies and offerings.
To be a successful Support Manager, you should be focused on improving your team of
representatives and call center practices. You should be observant and detail-oriented and possess
an understanding of the business, the products and services, and the issues representatives are
facing on the floor.
Shift timing: US shifts
Experience: Relevant BPO experience
Responsibilities and Duties:-
Hiring, training, coaching, and leading call center representatives as they provide support for
Answering representatives questions, guiding them through difficult calls or issues, diffusing
angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are
receiving, educating and coach workers regarding processes and practices, and explain
expectations to employees.
Assisting other management team members in identifying trends and establishing call center
Ensuring staff members are achieving desired service levels and taking corrective action, as
Preparing reports and analyzing call center data to improve processes, ensure resources are
properly allocated, and maximize efficiency and customer satisfaction.
Taking on other tasks or projects to support employees, other managers, and call center
A bachelor degree or