Customer Support ManagerC) - Command Center Lead (Pune)

Position: Customer Support Lead / Command Center Lead Experience: 4 to 8 Years Location: Pune Salary : Negotiable Job Type : On Role (Permanent) Job Summary We are looking for a Command Center Lead to manage customer support operations and lead a team handling voice, chat, email, and app-based support channels. The candidate will be responsible for handling escalations, ensuring SLA adherence, maintaining service quality, preparing MIS reports, and coordinating with internal teams for smooth operations. Key Responsibilities
- Manage day-to-day customer support operations
- Handle customer escalations and critical issues
- Monitor SLA, TAT, CSAT, and team productivity
- Lead and support customer service executives
- Drive outbound calls and customer communications
- Prepare daily/weekly/monthly MIS reports
- Monitor call quality and process compliance
- Coordinate with internal teams for issue resolution
- Ensure smooth handling of emergencies and operational incidents
- Conduct team coaching and performance reviews Required Skills
- Solid communication and team handling skills
- Experience in customer support or command center operations
- Good knowledge of MS Excel (VLOOKUP, Pivot Tables)
- Escalation and incident management
- MIS reporting and analytical skills
- Knowledge of CRM/contact center tools Qualification
- Any Bachelors Degree
- MBA preferred Preferred Experience
- Customer Support Operations
- Command Center / Contact Center
- Team Handling
- Operations Management Interested candidates kindly share your CV and below details to 1. Present CTC (Fixed + VP)
- 2. Expected CTC
- 3. No. of years experience
- 4. Notice Period
- 5. Offer-in hand
- 6. Reason of Change
- 7. Present Location
- Apply on Kit Job: kitjob.in/job/4mv6um