Job Description: Customer Support Manager
Company: Swift Max Group of Companies
Position: Customer Support Manager
Department: Operations
Location:4th Floor, Plaza 23, Sector R Ex Air Avenue DHA Phase 8 Lahore
Reports To: Head of Operations / Director
Role Overview
The Customer Support Manager is responsible for leading, coaching, and managing customer support teams to ensure exceptional service delivery. This role oversees daily floor operations, monitors key KPIs, supports Team Leaders (TLs) and agents, and drives performance to meet company and individual targets. The ideal candidate has strong leadership skills, is data-driven, and excels in improving customer satisfaction and operational efficiency.
Key Responsibilities
Team Management & Leadership
- Lead, manage, and mentor Team Leaders and Customer Support Representatives.
- Conduct regular coaching, feedback, and performance discussions to develop team capability.
- Foster a positive, motivated, and customer-centric team culture.
Operational & Floor Management
- Oversee daily operations on the support floor to ensure smooth workflow.
- Monitor service queues, ticket volumes, and staffing to maintain service levels.
- Handle escalations and complex issues when required.
Performance Monitoring & KPI Management
- Track and analyze support KPIs such as CSAT, FCR, AHT, SLA compliance, Quality Scores, etc.
- Identify performance gaps and implement action plans to improve overall results.
- Ensure teams meet company targets for service quality and efficiency.
Quality & Process Improvement
- Collaborate with QA, Training, and Operations teams to enhance support processes.
- Recommend and implement improvements in workflows, scripts, or tools.
- Ensure adherence to company policies, service standards, and compliance guidelines.
Reporting & Communication
- Prepare and present daily/weekly/monthly performance reports to management.
- Communicate updates, targets, and expectations clearly to TLs and agents.
- Provide insights on customer trends, issues, and areas for improvement.
Qualifications & Experience
- Bachelorโs degree in Business, Communications, or related field (preferred).
- 1-2 years of experience in customer support leadership (TL/Manager level).
- Strong understanding of customer service KPIs and performance management.
- Excellent communication, conflict resolution, and decision-making skills.
- Experience in BPO/Call Center/E-commerce customer support is an advantage.
- Ability to work under pressure and manage large teams.
Key Skills
- People Leadership
- Customer Handling & Escalation Management
- KPI & Performance Management
- Coaching & Development
- Floor Management
- Analytical & Reporting Skills
- Process Improvement
- Excellent Communication Skills
Why Join Us
- Competitive salary + performance incentives
- Growth-oriented work environment
- Opportunity to lead and shape customer experience
- Career development and leadership exposure
More Information
- Salary Offer As Per Experience
- Experience Level Manager
- Total Years Experience 0-5
