Associate Director - Partner &amp; Customer Support and Success | Fintech Startup | Bengaluru | 6+ years Role Description : - Manage day to day call center operations and meet required service level and standards for inbound customer/ partner calls. - Performance review - manage and track open tickets, lead proper usage of ticketing tool, prepare metrics, ensure closure of tickets in a time-bound manner. - Track reports on associates/caller performance. - Develop the team to ensure delivery of a consistently superior customer experience. - Inbound-call and ticketing management, managing the floor, ownership and problem resolution. - Coaching and feedback, motivating, training and development of staff. - Receive target, monitor performance, manage TAT, and update management on the state of progress. - Conduct surprise checks/audit and ensure compliance. - Call quality monitoring and ensure correct information passing to customer and partner. - Ensure proper and correct resolution of in-bound queries. - Continuous improvement initiatives and other customer/partner query resolution process transformations. - Reporting on the daily update on in-bound query resolution and ticketing metrics. - Highlight issues on call center activities whenever required. Attributes we are looking for:&nbsp; - 6+ years of overall experience in leading and managing a large team of in-bound customer call team in retail banking or ecommerce company. - Experience of managing backend operation team and ticketing tools. - Exceptional team management skills. - Strong understanding of call center operations. - Ability to interact with stakeholders internal and external is essential. - Prior experience with a Lending Fintech/Institution will be preferred.

Bangalore

Associate Director - Partner/Customer Support & Success - FinTech Startup  

Associate Director - Partner/Customer Support & Success - FinTech Startup   ,Job Description for Associate Director - Partner/Customer Support & Success - FinTech Startup   in Career Studio in  Bangalore for (6-8) years of experience. Apply Now!

Job Description for Associate Director - Partner/Customer Support & Success - FinTech Startup   in Career Studio in  Bangalore for (6-8) years of experience. Apply Now!