Call Center Manager

You have proven experience in leading Customer Experience delivery operations during periods of growth or change. Your responsibilities will include managing all CX metrics such as CSAT, NPS, TAT, call answered%, and quality metrics for all channels. Additionally, you will be responsible for overseeing Omni-channel support (Email, Calls, Chat, and Social Media) on a 24x7 basis throughout the year. Your keen attention to detail should cover aspects related to process, product, people, and data. A deep sense of empathy for the customer is crucial as you will serve as their voice within the organization. Your ownership mentality and bias-for-action approach will be key in delivering a superior customer experience at scale. As a leader, you must possess the skills to influence and foster a culture of customer obsession across the organization. Being proactive in identifying risks or potential failures in the customer journey and collaborating with product, tech, and business teams to address them is essential. Continuous monitoring of deviations in processes, CSAT, NPS, etc., along with implementing necessary corrective measures will be part of your role. Strengthening team communication and soft skills to enhance customer outcomes falls under your responsibility as a Customer Experience champion. Your ability to delve deep into data to generate actionable insights and identify opportunities for team upskilling is critical. Implementing effective learning strategies and training programs aligned with the teams CX objectives is necessary. A self-driven attitude, capable of working with minimal supervision to deliver expected business and CX outcomes, is expected from you. Collaboration with internal and external stakeholders, managing challenging situations effectively, and going the extra mile when needed are skills that you should possess. Knowledge of banking products, services, and operations is required. Strong interpersonal and communication skills, both verbal and written, are essential. Demonstrable experience in completing process improvement projects that enhance CSAT, NPS, and service quality is a must. Your expertise in various CRM and ticketing tools such as ZOHO, Lead Squared, Salesforce, Zendesk, Finacle, Turing, and Freshdesk will be beneficial in this role. This is a full-time position with a day shift schedule. As part of your application, please specify your experience in customer support channels (Email, Call, Chat, Social media) and the CRM tools you are proficient in. Work Location: In person,