About the role
Role & Responsibilities: • Metric & SLA Management: Drive team performance to meet strict financial SLAs, focusing on: o AHT (Average Handle Time) for complex billing/fraud queries. o FCR (First Call Resolution) to limit repeat calls regarding account status. o CSAT / NPS (Customer Satisfaction/Net Promoter Score). o Service Level (SL%) and Abandonment Rate. • Compliance & Data Security: Ensure 100% adherence to RBI guidelines, PCI-DSS compliance, and banking data privacy