Job Description

Key Responsibilities

Lead and manage large teams handling

customer service, sales, and retention

in the banking voice process. Drive

customer satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR)

. Develop and execute strategies to improve

sales conversions, cross-selling, and upselling

. Implement effective

customer retention

practices to reduce churn and strengthen loyalty. Ensure compliance with all

banking regulations and organizational policies

. Monitor key performance metrics, analyze trends, and provide actionable insights. Collaborate with senior stakeholders to align process performance with business goals. Handle high-level escalations while ensuring seamless customer experiences.

Required Skills & Competencies

Excellent leadership, team management, and stakeholder management skills. Strong communication and interpersonal skills. Proven track record in

customer service, sales, and retention

within the

banking/BFSI or BPO voice process domain

. Target-driven with the ability to deliver results under pressure. Analytical and problem-solving mindset.
Job Type: Full-time

Pay: ₹200,000.00 - ₹270,000.00 per year

Experience:

Customer support: 1 year (Required)
Shift availability:

Day Shift (Preferred)
Work Location: In person