Customer Support Manager

Job Description: As the Call Centre Manager for a FinTech company, your primary responsibility will be to oversee the daily operations of the call center. It is essential to ensure that customer service representatives deliver exceptional support to customers who utilize the company's financial technology products and services. Your role will involve managing the staff, monitoring their performance, and implementing strategies to enhance efficiency and customer satisfaction within the FinTech environment. Key Responsibilities: - Manage the Customer Service Inbound/Outbound Calling Team leader and team members, both on-roll and outsourced. - Establish and enforce TAT (Turnaround Time) standards for responses and resolutions to maintain quick and efficient customer service. - Ensure that resolution TATs are consistently achieved. - Develop and manage work schedules to ensure adequate coverage. - Monitor and assess both team and individual performance, offering feedback, coaching, and taking disciplinary action when necessary. - Cultivate a positive work environment and motivate the team by implementing recognition programs and incentives. - Provide oversight and support to team leads, equipping them with guidance and resources to effectively manage their teams. - Assign targets and key performance indicators (KPIs) to team leads to ensure their objectives align with the overall business goals. - Facilitate coordination with internal stakeholders for timely resolutions. Perks And Benefits: - Salary: Up to 40k If you are interested in this position, please send your application to kinnera259@gmail.com. Regards, HR Manager,