Role purpose

The Support Center Manager is responsible for the day-to-day performance and management of a team of support agents, ensuring high-quality, timely and efficient handling of customer requests. The role combines people leadership, operational control & metrics continuous monitoring, and continuous improvement to deliver excellent customer experience while meeting SLOs, SLAs and productivity targets.

Key responsibilities

• Team leadership & people management-Lead, motivate and organize a team of support agents, Support recruitment & onboarding
• Coach & develop team members (objective definitions, feedback, development, training needs & plans
• Operational supervision
• Monitor real-time activity across all channels (phone, email, chat, portal) and adjust resources accordingly.
• Ensure cases/tickets are properly triaged, routed, and prioritized according to defined rules.
• Act as the first point of operational escalation for complex or sensitive customer issues.
• Coordinate with Level 2 and Level 3 support and other internal teams to resolve escalated cases.
• Ensure compliance with standard operating procedures, scripts, and knowledge base.
• Customer experience & quality
• Supervise the quality of customer interactions through regular call and ticket monitoring.
• Use customer feedback (surveys, complaints) to identify improvement opportunities.
• Drive a customer-centric mindset within the team, ensure professional, and solution-oriented communication.
• Implement corrective actions when quality or customer satisfaction targets are not met.
• Performance management & reporting
• Monitor and analyze KPIs (e.g. abandoned call rate, service level, average handling time…)
• Communicate on regular basis operational reports (daily/weekly/monthly)
• Identify trends and root causes for deviations from targets and define action plans.
• Follow up on action plans and report progress to management.
• Process & continuous improvement
• Identify process gaps, inefficiencies, and recurring issues impacting customers or agents.
• Propose and help implement improvements to workflows, scripts, and knowledge base content.
• Participate in projects related to new tools, processes, or organizational changes affecting the support center.
• Contribute to UAT and pilots for new features and support tools.
• Compliance & governance
• Ensure compliance with internal policies and external regulations (e.g. data protection, quality, regulations).
• Guarantee accurate documentation of cases and proper use of CRM/ticketing systems.
• Represent the support center in cross-functional meetings when required.
  
  

Education & experience

• Bachelor’s degree in business, IT, Customer Service Management, or equivalent experience.-3–5 years of experience in customer support / contact center / service desk environment.
• 2-3 years in a managing position such as team lead or supervisory role
  
  

Skills

• Strong people management and coaching skills.-Excellent communication skills (written and oral).
• Good analytical skills and ease with KPIs, dashboards, and reports.
• Solid knowledge of customer service processes; experience with CRM / ticketing tools (e.g. Salesforce, ServiceNow, Zendesk, etc.).
• Ability to manage priorities and make decisions in a fast-paced environment.
• Intermediate English