Grayquest Education Finance Pvt Ltd

Key Responsibilities: Team Leadership & Supervision: - Lead and mentor a team of Team Leaders and Customer Support Executives. - Monitor team performance, adherence, and discipline across shifts. - Conduct team briefings, daily huddles, and performance evaluations. Customer Experience & Service Delivery: - Ensure timely and effective resolution of customer queries, issues, and escalations. - Track and improve key customer metrics including CSAT, FCR, NPS, and AHT. - Analyze customer feedback and implement action plans to enhance service quality. Quality & Process Improvement: - Work closely with the Quality team to drive error reduction and coaching initiatives. - Conduct RCA (Root Cause Analysis) on repeat complaints and implement corrective actions. - Identify process gaps and collaborate with cross-functional teams to optimize workflows. Reporting & Analytics: - Maintain daily/weekly/monthly MIS on team performance and service levels. - Present actionable insights to management and drive performance-based planning. - Use data to make informed decisions about team capacity, load balancing, and escalation trends. Training & Development: - Identify training needs and coordinate with L&D for upskilling programs. - Support new joiners and ensure smooth onboarding. - Encourage a culture of continuous learning and knowledge sharing.Role & responsibilities Required Skills & Experience: - Graduate in any discipline. - 4 to 6 years of experience in customer support operations, with 23 years in a team leadership or assistant manager role. - In-depth knowledge of call center/customer support metrics and KPIs. - Strong communication, problem-solving, and people management skills. - Hands-on experience with CRM tools like Freshdesk, Zendesk, Salesforce, etc. - Ability to handle high-pressure environments and multi-channel support (voice, email). Nice to Have: - Experience in fintech, edtech, or BFSI customer support domains. - Exposure to automation tools, ticketing workflows, and AI chatbots.