Job Description
Key Responsibilities
1. Team Performance Management
• Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence).
• Conduct regular performance reviews and provide individualized coaching.
• Ensure the team consistently meets or exceeds SLA targets.
• Manage attendance, scheduling, and adherence to workforce requirements.
2. Operational Excellence
• Allocate workload and manage capacity to meet service demand.
• Oversee transaction processing, customer interactions, and escalations.
• Ensure compliance with company policies, financial regulations, and client requirements.
• Drive continuous improvement through root cause analysis and corrective actions.
3. Quality & Compliance
• Conduct call/transaction audits and participate in QA calibrations.
• Enforce compliance with financial guidelines such as:
o KYC/AML
o Data privacy (GDPR, PCI-DSS, local regulations)
o Risk mitiga...