- Daily Operations Management: Oversee the daily workflow of the customer service department, ensuring adherence to quality standards and company policies.
- Team Supervision & Training: Assist in recruiting, onboarding, and mentoring new staff. They provide regular feedback and coaching to improve team performance.
- Issue Escalation: Act as the primary point of contact for complex customer complaints that frontline associates cannot resolve independently.
- Performance Tracking: Monitor key performance indicators (KPIs) such as response times, CSAT (Customer Satisfaction) scores, and resolution rates.
- Operational Compliance: (Industry Specific) In banking, this includes managing branch operations, document verification (KYC), and maintaining audit ratings.
- Process Improvement: Identify operational bottlenecks and suggest automation or digitization efforts to improve Service Level Agreements (SLAs).
Job Category: Banking
Job Type: Full Time
Job Location: Burhanpur