Specialist - Customer Care - Voice 4A

Overview

Manage day-to-day operations of a voice customer care call center, driving consistent service quality, team performance and operational efficiency.

What you'll do

• Manage day-to-day operations of the call center, ensuring consistent delivery of high-quality customer service.
• Monitor performance metrics and operational indicators to identify improvement opportunities and drive efficiency.
• Develop and implement strategies to enhance productivity and service standards across the team.
• Train and mentor call center staff to strengthen service delivery and customer engagement capabilities.
• Conduct regular quality assurance assessments to maintain compliance with service expectations.
• Collaborate with cross-functional teams to ensure smooth communication and operational alignment.
• Prepare and present performance reports and trend analysis to support data-driven decision-making.
• Support implementation of call center technologies and tools to improve customer experience and operational effectiveness.

What you'll need

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Certified Implementation Specialist - Customer Service Management (ServiceNow), or Customer Experience Certification (COPC).
• Required skills: Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales, Sales Support, Speech Analytics, Strategic Advisory, Target Operating Model, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface.
• English language proficiency, Advanced (C1), required.

Details

• Location: Noida, India.
• Work mode: Office work.
• Shift: Night shift.