Associate Manager - Customer Service

Hiring: Associate Manager – Customer Service

Location: Lucknow

Experience Required: 5–8 Years

Employment Type: Full-time

Work Schedule: 5 Days Working | Rotational Day Shift

StaffAnchor is hiring for its client for the role of Associate Manager – Customer Service.

Job Summary

We are looking for an experienced Customer Service professional to lead and manage a team of Customer Service Associates across voice and chat support channels. The role requires strong leadership, operational management, escalation handling, and customer experience management skills in a fast-paced environment.

Key Responsibilities

• Manage and lead a team of 20–25 Customer Service Associates.
• Monitor team productivity, quality, and overall performance metrics.
• Ensure adherence to SLAs, response timelines, and operational standards.
• Handle customer escalations and drive timely resolution.
• Analyze performance data and prepare operational reports.
• Identify process improvement opportunities and implement corrective actions.
• Coordinate with internal teams to ensure smooth customer support operations.
• Conduct coaching, feedback, and performance review sessions for team members.
• Support training and quality improvement initiatives.

Required Skills & Experience

• 5–8 years of experience in Customer Service or Operations.
• Prior team handling experience is mandatory.
• Strong understanding of SLA-driven environments.
• Excellent communication and people management skills.
• Experience in handling customer escalations.
• Good analytical and reporting skills.
• Proficiency in Excel and operational dashboards.

Key Performance Metrics

• Customer Satisfaction (CSAT)
• SLA Adherence
• Resolution Efficiency
• Team Productivity & Quality Scores
• Repeat Ticket Reduction
• Team Engagement & Retention

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