Job Description
Key Responsibilities
1. Team Performance Management
• Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence).
• Conduct regular performance reviews and provide individualized coaching.
• Ensure the team consistently meets or exceeds SLA targets.
• Manage attendance, scheduling, and adherence to workforce requirements.
2. Operational Excellence
• Allocate workload and manage capacity to meet service demand.
• Oversee transaction processing, customer interactions, and escalations.
• Ensure compliance with company policies, financial regulations, and client requirements.
• Drive continuous improvement through root cause analysis and corrective actions.
3. Quality & Compliance
• Conduct call/transaction audits and participate in QA calibrations.
• Enforce compliance with financial guidelines such as:
o KYC/AML
o Data privacy (GDPR, PCI-DSS, local regulations)
o Risk mitigation protocols
• Support audit readiness and documentation management.
4. Coaching & Development
• Deliver soft skills, product, and process training refreshers.
• Prepare development plans for underperforming agents.
• Mentor high performers to build bench strength (SMEs, future TLs).
5. Reporting & Communication
• Prepare daily/weekly/monthly performance reports for leadership.
• Communicate updates, changes, and expectations clearly to the team.
• Relay insights from customers and operations to stakeholders for improvements.
6. Stakeholder & Client Management
• Attend operational and client meetings.
• Collaborate with QA, WFM, Training, and Support teams.
• Escalate issues proactively and provide timely resolutions.
Qualifications & Requirements
Education & Experience
• Bachelor’s degree preferred (Finance, Business, or related field).
• 2–3+ years of BPO experience, preferably in a financial account.
• 1–2 years of experience in a supervisory or team leader role.
Skills
• Strong knowledge of financial services processes (banking, credit, payments, insurance, collections).
• Excellent communication and interpersonal skills.
• Analytical ability to interpret metrics and implement improvements.
• Proficiency in MS Office and CRM/financial platforms.
• Coaching skills and leadership presence.
Behavioral Competencies
• High attention to detail and accuracy.