Sr. Officer/Officer - Customer Experience (Team Leader)

Role & responsibilities:

• Metric & SLA Management: Drive team performance to meet strict financial SLAs, focusing on: o AHT (Average Handle Time) for complex billing/fraud queries. o FCR (First Call Resolution) to limit repeat calls regarding account status. o CSAT / NPS (Customer Satisfaction/Net Promoter Score). o Service Level (SL%) and Abandonment Rate.

• Compliance & Data Security: Ensure 100% adherence to RBI guidelines, PCI-DSS compliance, and banking data privacy laws. Zero tolerance for unauthorized cardholder data sharing.
• Escalation & Fraud Handling: Directly handle critical escalations, including card blocking/hot listing, disputed transactions, chargeback requests, and suspected fraud reports.
• Value-Added Services (VAS): Guide the team on subtle cross-selling or up-selling during inbound interactions (e.g., converting purchases to EMIs, card upgrades, insurance add-ons). \
• Quality Coaching: Monitor recorded and live calls to coach agents on financial jargon accuracy, empathetic listening, and structured verification processes.
• Attrition & Escalation Management: Run daily huddles to update the team on changing bank policies, interest rates, or offer structures while actively managing agent burnout.

Applicants should possess the following attributes:

• Technical Skills: Hands-on experience with Call Centre CRM tools, ACD (Automatic Call Distribution), and Excel/reporting sheets.
• Soft Skills: Strong interpersonal, conflict-resolution, and leadership skills.
• Operational Knowledge: Clear understanding of Service Level Agreements (SLAs) and quality assurance (QA) frameworks