Assistant Manager-CSSD

Published Date: 2025-04-10
Application Deadine: 2025-04-21

Number of Vacancy(ies): 1
Qualification: Bachelor’s degree in Business Administration, Management, or a related field.
Experience: Minimum of 5-7 years of experience in customer service or support roles, with at least 2-3 years in a supervisory or managerial capacity.
Contract of Employment: Full-time
Job Location: Jawalakhel , Lalitpur

Skills and Knowledge:
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in data analysis and reporting.
  • Ability to work under pressure and manage multiple priorities.
  • Strong problem-solving and decision-making skills.
  • Customer-centric mindset with a focus on delivering exceptional service.
  • Knowledge of CRM tools, social media platforms, and QA methodologies.
Job Duties & Responsibilities:

1. Operational Management:

  • Oversee daily operations of Sales & Billing, Technical Support, Social Media Support, and CXIT/QA teams.

  • Ensure 24/7 service availability and real-time escalation handling.

  • Enforce SOPs and ensure teams meet KPIs.

2. Team Leadership:

  • Lead 6 Supervisors and 8 Team Leads.

  • Conduct performance reviews, mentor staff, and manage scheduling and resource allocation.

  • Promote a positive and collaborative team culture.

3. Sales & Billing:

  • Supervise inbound/outbound teams for billing accuracy, sales performance, and customer onboarding.

  • Monitor targets, conversion, and retention rates.

  • Resolve billing issues within SLAs.

4. Technical Support:

  • Manage tech support teams to ensure quick and effective issue resolution.

  • Track first-call resolution, AHT, and satisfaction scores.

  • Equip teams with up-to-date tools and knowledge.

5. Social Media Support:

  • Oversee handling of customer interactions across social platforms.

  • Ensure timely responses and maintain brand image.

  • Leverage trends to improve engagement.

6. Customer Experience (CXIT/QA):

  • Lead QA evaluations and audits across all teams.

  • Identify service gaps and implement improvements.

  • Provide actionable feedback for quality enhancement.

7. Reporting & Analytics:

  • Generate performance and customer satisfaction reports.

  • Use data to identify trends and optimize operations.

8. Continuous Improvement:

  • Lead cost-saving and service improvement initiatives.

  • Stay updated on industry best practices.

  • Collaborate cross-functionally for seamless service delivery.

Apply Now !