Manager - Customer Support

Job Description:

1. Team Supervision:

- Oversee daily activities of customer support representatives.

- Monitor performance and adherence to schedules.

- Address attendance and punctuality issues.

2. Performance Management:

- Provide feedback and coaching to improve agent productivity and quality.

- Conduct performance reviews and manage underperformance.

3. Real-Time Monitoring:

- Monitor live calls or dashboards to ensure SLAs are being met.

- Address queues, dropped calls, or other operational issues immediately.

- Manage break schedules and shift swaps to ensure coverage.

4. Knowledgebase Management:

- Maintain and update the internal knowledgebase with the latest troubleshooting guides, product changes, known issues, and workarounds.

- Ensure agents are trained to effectively use the knowledgebase.

- Collaborate with the documentation or product team to ensure accuracy and relevance of content.

5. Training & Onboarding:

- Organize technical training sessions and refresher courses.

- Facilitate knowledge-sharing sessions or "tech huddles" on new updates, tools, or customer challenges.

- Ensure new agents are effectively onboarded with up-to-date resources and mentorship.

6. Tool and System Oversight:

- Ensure the CRM, ticketing systems, and diagnostic tools are being used correctly.

- Coordinate with IT for tool-related issues or enhancements.

- Monitor and enforce data entry and documentation standards in ticket.

- Identify gaps in processes or tools and recommend improvements.