About the role
- Supervise and coach a team of 20 inbound agents to meet service level agreements (SLAs).
- Maintain and update daily/weekly performance trackers and dashboards.
- Handle escalated customer queries and ensure timely resolution.
- Monitor key performance indicators (KPIs) and implement corrective actions.
- Conduct regular training sessions and skill‑enhancement workshops.
- Prepare and present performance reports to senior management.
- Coordinate with product, compliance, and IT teams for issue resolution.
- Drive process improvement initiatives to enhance customer experience.
- Schedule workforce planning and manage shift allocations.
- Ensure adherence to banking regulations and internal policies.
- Bachelor's degree in Business, Finance, or related field.
- Minimum 5 years of experience in a contact centre environment.
- At least 2 years of proven team‑leadership experience.
- Hands‑on experience with digital banking platforms and services.
- Strong analytical skills with proficiency in MS Excel or similar tracker tools.
- Excellent communication skills in English and Hindi.
- Ability to manage high‑volume inbound queries and maintain composure under pressure.
- Knowledge of banking regulations, KYC, and data privacy standards.
- Demonstrated problem‑solving and decision‑making abilities.
- Flexibility to work in shifts as per contact centre requirements.