Process Manager / Deputy Manager – Customer Support

Location

Pune, Maharashtra, India

Salary

Not specified

Company

akash pawar

Job description

Role & Company / Project Overview Prashmi Global is hiring for the position of Process Manager / Deputy Manager – Customer Support for inbound customer support operations located in Pune. Key Responsibilities & Daily Duties • Manage end-to-end Inbound Voice, Email & Chat operations • Lead and supervise customer support teams • Monitor operational metrics including SLA, AHT, FCR, CSAT, and quality standards • Drive team performance, maintain team discipline and motivation, and handle escalations • Manage workforce planning, workforce management, and roster adherence • Ensure quality assurance standards and strict process compliance • Identify continuous process improvement opportunities • Coordinate effectively with internal teams • Prepare comprehensive performance reports • Achieve operational targets and elevate customer experience Required Qualifications, Skills & Experience • 2 to 5 years of overall experience (minimum 2+ years of experience in Customer Support Operations) • Strong operational experience handling Voice + Email + Chat processes • Demonstrated experience in managing large customer support teams • Strong leadership, interpersonal, and communication skills • Strong proficiency in MS Excel and performance reporting • Industry Preference: Prior experience in Fintech, Banking, NBFC, or service-based industries is preferred Working Hours, Shifts & Location Details • Working Days: 6 Days • Work Mode: In-Office • Location: Baner, Pune, Maharashtra • Flexibility: Willingness to work on Sundays/holidays and extended hours as per business requirements Application Instructions Interested candidates who are customer support operations professionals looking for their next opportunity can submit their CV for review.