Associate Manager - Operations (CS)

About the role

We are looking for a strong Associate Manager - CS Ops to manage high-volume ticket resolution across chat, calls and email for AstroLokal. The role requires strong execution rigor, people management skills, and hands-on experience with ticketing tools.

What you'll do

• Lead a team handling 1,000+ user tickets per day across chat, call and email channels
• Ensure SLA adherence by monitoring real-time queue health across channels and proactively reallocating bandwidth
• Plan and publish weekly/monthly rosters, including weekend coverage, backups, and leave management, with channel-wise staffing (chat, calls, email)
• Conduct daily standups and shift handovers to ensure smooth cross-shift operations
• Track and improve agent-level performance: productivity, SLA, accuracy, and quality benchmarks

What you need

• 3–5 yrs of experience
• Excel
• Team management
• Customer service
• Ticketing tools
• CRM
• Documentation
• Any graduate