Posted:17 hours ago|
Platform:
Work from Office
Full Time
Please share your profile at surbhi.malhotra@nlbtech.com
Location: Gurgaon
Employment Type: Full-Time
Shift: US Time Zone / Night Shift (IST)
As a strategic partner to our client, we are seeking a Customer Service Manager to lead operations for a US Banking inbound voice process. This role demands a seasoned professional with 1315 years of contact center experience, including 6–8 years in a managerial role, who can ensure exceptional service delivery, compliance, and client satisfaction.
The position requires strong stakeholder management, operational governance, and expertise in Genesys tool to drive performance and meet client expectations.
- Monitor attrition and engagement scores, implement retention strategies.
- Total Experience: 13–15 years in contact center operations.
- Managerial Experience: 6–8 years managing inbound voice processes.
- Domain Expertise: US Banking Inbound customer service operations.
- Technical Skills: Genesys platform, SLA/KPI management.
- Client-Centric Approach: Strong stakeholder and client management skills.
- Leadership: Proven ability to lead and develop large teams.
- Communication: Exceptional verbal and written communication skills.
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