Manager: US Banking Customer Service Inbound Voice Process

7 days ago

Gurgaon, Haryana, India NLB Services Full time US$ 60,000 - US$ 1,20,000 per year

WERE HIRING: Manager – US Banking Customer Service (Inbound Voice Process)

Location: Anaptyss, Gurugram

Full-Time | US Time Zone / Night Shift (IST)

Position Summary

We're looking for a seasoned Customer Service Manager to own operations for a US banking inbound voice process. The ideal candidate will bring ~13-15 years of contact centre experience, including 6-8 years in a managerial role, to drive service excellence, compliance and client satisfaction.

Key Responsibilities

Client & Stakeholder Engagement

• Serve as the primary liaison for client communication and relationship management.

• Ensure alignment with client objectives and deliverables.

• Manage escalations and deliver timely, effective resolutions.

Operational Governance

• Deliver on all contractual SLAs & KPIs (CSAT, AHT, Quality, FCR, Compliance).

• Lead continuous improvement initiatives to boost efficiency & customer experience.

• Ensure strict adherence to US banking compliance standards.

• Optimise schedule adherence and manage shrinkage.

Leadership & People Management

• Lead and mentor a team of supervisors & agents to hit performance goals.

• Foster a culture of accountability, engagement and excellence.

• Build high-performing teams via coaching, mentoring and succession planning.

• Monitor attrition and engagement scores; implement effective retention strategies.

Your Profile

• 13-15 years of contact center experience with at least 6-8 years in a managerial role.

• Skilled at stakeholder management, operational governance & performance management.

• Hands-on expertise with the Genesys tool and contact-center technologies.

• Excellent communication & leadership skills.

• Comfortable working US time zone night shifts (IST).

Ready to lead, innovate and make a real impact? Join us at Anaptyss, Gurugram

Interested? Share your resumes

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