Specialist - Customer Care - Voice 4B

Overview

Manage day-to-day operations of a voice customer care call center, ensuring consistent, high-quality customer service delivery.

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.
• Required skills: Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Fraud Detection, Fraud Disputes, Insurance Underwriting, Mortgage Loan Underwriting, Online Customer Support, Underwriting, Underwriting Analysis, Virtual Administrative Support, Voice-User Interface.
• English language proficiency at Advanced (C1) level (required).

Details

• Location: Noida, India (Stellar, STPI).
• Work mode: Office.
• Shift: Night shift.
• Job type: Regular.