HyperGrowth Recruitment

Manager

• Manage rostering, shift coverage, and absence tracking for the designated market
• Conduct weekly 1:1s for new joiners and monthly 1:1s for tenured staff
• Lead onboarding for new team members
• Perform regular quality checks on agent interactions and maintain performance standards
• Serve as the primary escalation point and resolve complex customer issues within the team
• Monitor and drive response time, CSAT, and Trustpilot ratings
• Participate in interviewing candidates and place agents across Level 1 and Level 2 tiers
• Take ownership of day-to-day support operations for a dedicated market or functional area
• Drive coverage, quality standards, agent performance, and team development

CS Manager