Unit Manager Inbound & outbound

Role & responsibilities

A Unit Manager in an inbound banking call center is responsible for leading a team of agents handling incoming customer calls and ensuring highquality, compliant service that meets business targets.

The role combines people management, operational oversight, and strong focus on customer experience and regulatory requirements specific to banking.

Role Summary

Lead and manage an inbound customer service team handling calls related to accounts, deposits, loans, cards, digital banking, and other banking services.

Ensure service levels, quality standards, and compliance guidelines are consistently met for all customer interactions.

Key Responsibilities

Plan and manage daytoday floor operations: roster scheduling, realtime queue management, and adherence to SLAs such as AHT, service level, FTR and FCR.

Monitor calls and dashboards, review reports (productivity, quality, and customer satisfaction), and drive action plans to improve performance.

Conduct regular coaching, feedback sessions, and performance reviews for team leaders/agents; identify training needs and coordinate skillbuilding on products, systems, and soft skills.

Handle escalated customer issues and ensure timely resolution in line with bank policies, complaint management and regulatory timelines.

Implement and enforce processes for information security, KYC, data privacy, and fraud risk controls during customer interactions.

Collaborate with other departments (operations, branch banking, product, IT, compliance) to resolve systemic issues and improve endtoend customer journeys.

Key Metrics

Service Metrics:

People Metrics:

Compliance and risk

Required Skills and Qualifications:

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Strong understanding of banking products and processes, call center KPIs, and relevant compliance requirements.

Excellent people management, coaching, communication, and analytical skills, with the ability to work in a highvolume, targetdriven environment.

Preferred candidate profile