1.Inbound Operations Management:

- Oversee daily inbound operations to ensure compliance with SLAs, service quality, and turnaround times.

- Monitor key metrics (AHT, FCR, CSAT, NPS, call abandonment rate) and ensure optimal team performance.

- Do workforce management forecasts, schedules, and adherence reports to align resources with call volumes.

- Ensure the effective implementation of escalation procedures for complex customer issues.

2.Customer Experience and Service Quality:

- Drive initiatives to improve First Contact Resolution (FCR), reduce customer complaints, and enhance customer satisfaction.

- Oversee call monitoring, quality assessments, and coaching programs to maintain service excellence.

- Utilize customer feedback and analytics to identify process improvement opportunities.

3.Compliance, Risk, and Audit:

- Ensure inbound operations fully comply with financial industry regulations and internal control policies (KYC, AML, PCI- DSS, Data Privacy, etc.).

- Maintain complete and accurate documentation for all inbound transactions.

- Address potential risks or operational gaps proactively.

- Conduct periodic compliance checks and reinforce adherence through training and supervision.

4.Team Development:

- Lead, motivate, and mentor team members to achieve professional growth and productivity.

- Develop and deliver training programs on products, compliance, and service excellence.

5. Reporting and Insights:

- Prepare and present regular performance reports (call volume, SLA adherence, FCR, CSAT, etc.) to management.

- Analyze data to identify trends, challenges, and opportunities for improvement.

- Recommend and implement action plans to optimize performance and resource utilization.