Position Responsibilities

• Team Management
  • Hire, onboard, and manage analysts through regular 1:1s, coaching, and performance reviews.
  • Support individual development plans and skill progression in line with established frameworks.
  • Address attendance, performance gaps, and day‑to‑day people issues.
• Daily Support Operations
  • Oversee queue and workload management, scheduling, and shift coverage.
  • Monitor backlog, real‑time adherence, and case distribution.
  • Ensure the team meets defined service targets and operational expectations.
• Customer Support Execution
  • Monitor team‑level performance metrics such as CSAT/NPS, FCR, AHT, ASA, and SLOs.
  • Identify short‑term gaps and implement corrective actions within the team.
  • Ensure consistent, high‑quality customer interactions.
• Escalation Management
  • Triage and res...