About the role
- Supervise and motivate a team of Customer Care Executives to achieve KPIs and quality targets.
- Monitor daily call volumes, response times, and resolution rates, taking corrective action as needed.
- Handle escalated customer issues and ensure timely, satisfactory resolution.
- Conduct regular coaching sessions, performance reviews, and skill‑development workshops.
- Prepare and present operational reports, trend analyses, and improvement recommendations to senior management.
- Maintain compliance with BFSI regulatory requirements and internal SOPs.
- Collaborate with cross‑functional teams to streamline processes and improve service delivery.
- Implement and enforce quality assurance standards and audit procedures.
- Drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
- Manage workforce planning, scheduling, and resource allocation for optimal coverage.
- Bachelor's degree in Business, Finance, or related field; MBA preferred.
- Minimum 5 years of experience in a customer care or back‑office role within BFSI, with at least 2 years in a supervisory capacity.
- Strong knowledge of CLM (Customer Lifecycle Management) processes and BFSI regulations.
- Proven track record of meeting or exceeding service level agreements and quality metrics.
- Excellent communication, interpersonal, and conflict‑resolution skills.
- Ability to analyze data, generate insights, and drive actionable improvements.
- Proficiency with CRM and workforce management tools (e.g., Salesforce, Genesys, NICE).
- Leadership style that fosters teamwork, accountability, and continuous learning.
- Flexibility to work in shift‑based environments and handle peak periods.
- Fluent in English; additional local language proficiency is an advantage.