Customer Support Manager Goal Examples

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Coach your support agents daily

Choosing the right KPIs helps your team narrow their focus, but you can’t improve customer outcomes without the right guidance and coaching. Dedicate time daily to level-up team performance and teach your agents new skills and behaviors that lead to success. But remember, coaching and feedback should be organic—you don’t need a formal 1:1 or meeting to notice and reinforce the right behaviors.

• Schedule recurring one-on-one meetings with all of your direct reports
• Fill out 5 agent scorecards every month
• Leave detailed and actionable feedback on 5 agent interactions
• Review closing performance metrics for 100% of your team at the end of each day
• Build a habit of providing in-the-moment feedback sharing by sharing it 20 times this month
• Spend lunch, coffee, or a scheduled break with every member of your team each month
• Share wins and recognition in your morning huddles every day
• 15% of daily dials considered quality conversations

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Choose agent-controllable metrics

Some metrics are wonderful call center metrics—but aren’t necessarily wonderful agent metrics because your agents can’t directly impact them. Conversely, if you only focus on efficiency metrics like Average Handle Time, the overall quality of your interactions could suffer as support agents rush to improve time-based metrics. Instead of only making speed a priority, balance efficiency with quality metrics for your customers, and with engagement metrics for your team.

• Balance efficiency metrics like Average Handle Time and Hold Time with quality metrics like CSAT and First Call Resolution and set personalized OKRs for every rep
• Set and measure 2 employee-first metrics like Training Investment per Agent and Transfer Rate this quarter (in addition to standard KPIs)
• Set and track 2 goals weekly around Customer Effort and # of repeat calls within 1 week to prioritize long-term customer outcomes this quarter
• Present 1 overview to the leadership team on how your operations impact agent and customer sentiment by the end of the quarter (use a mix of qualitative data and quantitative data)
• Start an employee survey program for your team and measure agent sentiment every month

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Improve customer satisfaction scores

Improve the efficiency and effectiveness of your customer support team to help customers get fast (and lasting) resolutions, leading to higher happiness and volunteered brand advocacy.

• Choose 3 manual agent tasks to automate (your customers also feel the friction of cumbersome agent tools)
• Improve First Contact Resolution by 5%
• Personally follow up on 5 positive and negative CSAT surveys to learn what your team is doing well and what to improve
• Implement a callback program so that customers can hold their spot in line without being on hold by the end of the quarter
• Conduct a monthly analysis of the number of repeat callers to see what sparks repeat calls and work internally to fix top 3 issues
• Increase customer effort score by 20%