Customer Support Manager

Job Description

Job Title

Call Centre Manager – FinTech

Employment Type

Full-time

Industry
FinTech
Financial Services
Salary
Up to ₹40,000 per month
Job Summary

We are looking for an experienced Call Centre Manager to lead and manage the daily operations of our customer support call center. The ideal candidate will be responsible for ensuring high-quality customer service, achieving operational targets, improving team performance, and maintaining service excellence for customers using the company’s financial technology products and services.

Key Responsibilities
Call Centre Operations
Oversee day-to-day call centre operations.
Ensure exceptional customer service delivery.
Monitor inbound and outbound customer support operations.
Maintain service quality and operational efficiency.
Team Management
Manage Customer Service Team Leaders and Customer Support Executives.
Supervise both on-roll and outsourced teams.
Develop work schedules to ensure adequate staffing.
Allocate work and monitor team productivity.
Conduct regular performance reviews.
Provide coaching, mentoring, and constructive feedback.
Take corrective or disciplinary actions when necessary.
Foster a positive and motivating work environment.
Implement employee recognition and incentive programs.
Performance Management
Define and monitor Key Performance Indicators (KPIs).
Assign targets to Team Leaders.
Ensure alignment of team objectives with business goals.
Monitor individual and team performance.
Drive continuous performance improvement initiatives.
Service Level Management
Establish and enforce Turnaround Time (TAT) standards.
Ensure timely responses and issue resolution.
Monitor adherence to resolution SLAs and TATs.
Improve customer satisfaction through efficient service delivery.
Stakeholder Coordination
Coordinate with internal departments for issue resolution.
Ensure timely communication between teams.
Escalate unresolved issues appropriately.
Required Qualifications
Bachelor’s Degree in:
Business Administration
Management
Commerce
Finance
Any related discipline
Experience Required
Experience in:
Call Centre Operations
Customer Service Management
Team Management
FinTech or Financial Services (Preferred)
Required Skills
Customer Service
Customer Relationship Management
Customer Support
Complaint Resolution
Customer Satisfaction Management
Leadership
Team Management
Leadership
Coaching and Mentoring
Performance Management
People Management
Employee Motivation
Operations
Call Centre Management
Workforce Planning
Scheduling
SLA Management
TAT Management
KPI Monitoring
Soft Skills
Excellent communication
Decision making
Problem-solving
Conflict resolution
Time management
Organizational skills
Analytical thinking
Stakeholder management
Preferred Candidate Profile
Strong leadership and team-building abilities.
Experience managing inbound and outbound call centre teams.
Ability to work in a fast-paced FinTech environment.
Customer-centric mindset with operational excellence.
Strong understanding of service quality metrics and performance management.
Compensation & Benefits
Salary: Up to ₹40,000 per month
How to Apply

Interested candidates can send their updated resume to:

Email: kinnera259@gmail.com

Contact: HR Manager