upervise and manage the Call Center team to ensure efficient and high-quality customer service operations.
Monitor and manage inbound calls, outbound follow-up calls, emails, and chat interactions to ensure timely and professional customer support.
Provide guidance and support to team members in handling customer inquiries, complaints, and requests.
Ensure accurate and consistent information is provided regarding products, services, policies, and procedures.
Monitor team performance against KPIs, including service level, response time, quality, customer satisfaction, and productivity.
Handle escalated customer issues and complex cases, ensuring appropriate resolution and customer satisfaction.
Conduct regular quality monitoring and provide constructive feedback and coaching to improve team performance.
Ensure adherence to company guidelines, fintech industry regulations, data protection policies, and customer service standards.
Identify recurring customer issues and provide recommendations to improve processes, products, and overall service delivery.
Ensure all customer interactions and resolutions are accurately documented in the CRM system.
Prepare and share regular performance reports and operational updates with the Customer Service Manager.
Conduct regular team briefings, coaching sessions, and training to ensure employees remain updated on products, features, procedures, and compliance requirements.
Monitor attendance, adherence, and daily team activities to ensure smooth call center operations.
Share customer feedback and operational insights with relevant departments to support continuous improvement.
Bachelor’s degree in Business Administration, Commerce, or any relevant field.
5-7 years of experience in Call Center or Customer Service, with at least 1–2 years in a Team Leader or supervisory role.
Strong experience in managing inbound and outbound customer service operations.
Previous experience in fintech, banking, financial services, or a related industry is preferred.
Strong leadership, coaching, and team management skills.
Excellent communication and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.
Good understanding of Call Center KPIs, including AHT, SLA, Service Level, CSAT, Quality, and Productivity.
Proficiency in CRM systems and Microsoft Office, particularly Excel.
Ability to analyze team performance and prepare operational reports.
Strong customer-focused mindset with the ability to handle escalations professionally.
Ability to work under pressure and manage multiple priorities in a fast-paced environment.
Good command of English is preferred.