Customer Support Manager

Role & responsibilities

Job Description: The Call Centre Manager for a FinTech company will oversee the daily operations of the call center, ensuring that customer service representatives provide exceptional support to customers using the company's financial technology products and services. This role involves managing staff, monitoring performance, and implementing strategies to improve efficiency and customer satisfaction within the FinTech environment.

Key Responsibilities:

• Manage the Customer Service Inbound/Outbound Calling Team leader and team members (on-roll and outsourced).
• Establish and enforce TAT standards for responses and resolutions, ensuring quick and efficient customer service.
• Ensure resolution TATs are achieved.
• Create and manage work schedules to ensure sufficient coverage.
• Monitor and evaluate team and individual performance, providing feedback, coaching, and disciplinary action as necessary.
• Foster a positive work environment and motivate the team through recognition programs and

incentives.

• Oversee and support team leads, providing them with guidance and resources to manage their teams effectively.
• Assign targets and key performance indicators (KPIs) to team leads to ensure alignment with overall business objectives.
• Enable coordination with internal stake holders for timely resolutions.

Perks and benefits

Salary : Upto 40k

Interested candidates can apply to [Confidential Information]

Regards,

HR Manager