The Customer Support Manager will lead and deliver the provision of support services outside of core
operating hours to ensure a consistent and superior 24/7 customer experience. The role holder will be the
key senior point of contact managing service delivery outside of core hours and will be required to engage
and directly support customers and colleagues in a professional manner. They will be responsible for
managing a team of remote agents, operating across multiple channels, to deliver to pre-defined KPIs and
service levels and to ensure there is a successful handover between operating shifts to ensure we always
protect the customer experience.
In this role your key responsibilities will be:
● Overall delivery leadership for all non-core hours support provision
● Lead the teams and out of hours activities to deliver an exceptional experience for customers and
colleagues through on time delivery, achievement of SLAs and KPIs and by going the extra mile to
make sure each customer has a great ‘premier’ experience from Zellis
● Ability to lead any major incidents occurring during the overnight shifts – including chairing of any
bridge calls, securing on-call resources and following the major incident processes
● Diagnose and triage issues and problems for our customers across a variety of live and written
contact channels.
● Drive and manage the delivery of a range of differentiated service levels during the out of hours
shifts to ensure key KPIs and SLAs are met while working as a combined leadership team ensuring
the end-to-end successful adherence to SLAs and KPIs are achieved.
● Work with the Head of Customer Support Operations to ensure sufficient resourcing and shift
rostering, identify problems, design solutions and deliver change to continually improve the
Customer Support function.
● Drive high levels of productivity by ensuring that the team process core hours work, cases and
continuous improvement initiatives when there is insufficient out-of-hours work volumes occurring
to make the team fully utilised.
● Drive resolution of cases in queues and ensure that there is a seamless and successful transition of
cases that extend into the next planned shift including appropriate customer communications so
that they understand their case will continue to be supported where appropriate.
● Ensure robust processes for effective handovers between shifts including to and from the core
hours teams.
● Coach individual team members, using a variety of data sources to optimise their performance.
● Take a proactive approach to motivate the team on a day-to-day basis, e.g. recognising positive
milestones throughout the overnight shift, leading stand-ups, huddles and engaging team members
to maintain morale
● Support team members to handle customer queries and escalations with the aim of resolving the
core issue at first point of contact and provide personalised responses in a way that balances the
need of the customer, our people and Zellis.
● Achieve established personal targets to achieve required productivity and quality standards to
provide excellent customer service.
● Role model our values and expectations for Technical Support Specialists
● Complete quality assurance feedback for customer interactions and provide structured feedback to
team members.
● Periodically engage with the transformation manager in Kochi to attract and recruit new team
members that match the work demands and customer expectations for out of hours service
delivery.
● Ensure all people-related tasks are completed in line with Zellis procedures and policies