Vsynergize AI
Website:
vsynergize.com
Job details:
JOB SUMMARY
Lead a team of customer support associates handling inbound banking queries, ensuring delivery of high-quality service, adherence to KPIs, and continuous team development.
KEY DUTIES / RESPONSIBILITIES
- Supervise daily operations of a team handling inbound customer calls.
- Monitor team performance against KPIs such as Quality, AHT, SLA, CSAT, and productivity.
- Provide real-time support, guidance, and floor supervision.
- Conduct regular coaching, feedback sessions, and performance reviews.
- Handle escalated customer issues and ensure timely resolution.
- Ensure accurate documentation and follow-up on all customer interactions.
- Collaborate with Quality and Training teams to improve team performance.
- Maintain adherence to compliance, data security, and organizational policies.
- Drive team engagement, motivation, and performance improvement initiatives.
- Assist in onboarding and training of new hires.
WORK EXPERIENCE
- Minimum 3–5 years in customer support (voice), with at least 1–2 years in a Team Leader role.
- Experience in banking or financial services support preferred.
- Strong people management and coaching skills.
WORK SCHEDULE
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