Sr. Manager-Client Support(Night Shift)
3 days ago
Team Management: Lead, coach, and manage a team of support leads, quality analysts,
and frontline agents handling inbound/outbound queries during the night shift.
- Service Delivery: Ensure service level agreements (SLAs), turnaround times (TATs), and
customer satisfaction metrics (CSAT/NPS) are consistently met or exceeded.
- Client Escalations: Act as the senior point of contact for escalated client issues during
the night shift; resolve critical incidents with urgency and professionalism.
- Performance Monitoring: Utilize dashboards and analytics to monitor agent
productivity, ticket resolution times, and customer satisfaction scores.
- Compliance: Ensure that all customer interactions adhere to regulatory requirements
such as PCI DSS, GDPR, RBI/SEBI (for fintech), and internal quality standards.
- Continuous Improvement: Identify and drive opportunities for process improvements,
automation, and support optimization.
- Collaboration: Work closely with cross-functional teams including product, risk,
compliance, and engineering to ensure end-to-end client issue resolution.Role & responsibilities
Preferred candidate profile
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