Assistant/Manager/Manager- International BPO Operations
- NLB Group
- 9 - 14 years
- Noida, Gurugram
- 4 days ago
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Job Description
Experience - Please share your profile at
su************a@nl****h.com
US Banking Customer Service
(Inbound Voice Process)
Location: Gurgaon and Noida
Employment Type: Full-Time
Shift: US Time Zone / Night Shift (IST)
Position Summary
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 68 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.
Key Responsibilities
Client & Stakeholder Engagement:
- Act as the primary liaison for client communication and relationship management.
- Ensure alignment with client objectives and deliverables.
- Manage escalations and provide timely resolutions.
Operational Governance:
- Deliver all contractual SLAs and KPIs (CSAT, AHT, Quality, FCR, Compliance).
- Implement continuous improvement initiatives to enhance efficiency and customer experience.
- Ensure adherence to US Banking compliance standards.
-Optimize schedule adherence and manage shrinkage.
Leadership & People Management:
- Lead and mentor a team of supervisors and agents to achieve performance goals.
- Foster a culture of accountability, engagement, and excellence.
- Build high-performing teams through coaching, mentoring, and succession planning.
- Monitor attrition and engagement scores, implement retention strategies.
Technology & Workforce Optimization:
- Ensure optimal use of Genesys for routing and reporting.
- Leverage WFM reports for accurate forecasting, scheduling, and adherence.
Performance Reporting:
- Analyze operational data to identify trends and implement corrective actions.
- Prepare and present performance reports to client stakeholders.
Required Skills & Experience
- Total Experience: 1315 years in contact center operations.
- Managerial Experience: 68 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.
Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Assistant ManagerEmployement Type: Full timeContact Details:
Company: NLB GroupLocation(s): Noida, Gurugram
Keyskills: Bpo Operations inbound voice SLA Management Operations Management Call Center Operations Process Management Customer Service Management Shrinkage Calling Process Service Operations Management Bpo Operations Management Operations Customer Service Operations
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