Customer Support Manager

Job Description

Call Centre Manager – FinTech
Industry: FinTech
Role: Call Centre Manager
Salary: Up to ₹40,000/month
Process: Customer Service – Inbound & Outbound Calling

Key Responsibilities

Manage customer service Team Leaders and calling teams, including on-roll and outsourced staff
Establish and monitor TAT (Turnaround Time) for customer responses and resolutions
Ensure resolution TATs and service standards are consistently achieved
Prepare staff schedules and ensure adequate operational coverage
Monitor individual and team performance/KPIs
Provide coaching, feedback and corrective/disciplinary action when required
Motivate employees through recognition programs and incentives
Guide and support Team Leaders in managing their teams
Set targets and KPIs aligned with business objectives
Coordinate with internal departments to ensure timely issue resolution

Ideal Profile

Strong team-management and leadership skills
Experience managing inbound/outbound calling operations
Good understanding of TAT, KPI and performance management
Ability to work in a fast-paced FinTech/customer-service environment
Strong communication and stakeholder-management skills

Apply: kinnera259@gmail.com
Contact: HR Manager