Key Responsibilities

• Intraday Telephony Metrics: Monitor real-time queue traffic, schedule adherence, and critical voice metrics including Service Level (SL), Abandonment Rate, and Average Handling Time (AHT).
• Customer Experience (CX) Governance: Drive team strategies to maximize First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Scores (NPS) while navigating high-friction fraud situations.
• De-escalation Oversight: Manage high-risk live call escalations, executive complaints, and critical vulnerability scenarios (e.g., active identity theft or wallet compromises).
• Quality Assurance & Calibration: Lead call calibration sessions with the Quality Assurance (QA) team to ensure agents remain highly compliant with regulatory and security verification steps.
• Incident Management: Coordinate immediate, cross-functional actions during emergency fraud attack trends or system outages affecting telephone lines.
• Coaching & Engagement: Utilize regular call-listening and performance data to provide targeted behavioral coaching, boosting agent confidence and empathy levels on fraud calls.

Desired Domain Expertise

• Deep understanding of telephony platforms, workforce management practices, and IVR routing rules.
• Mastery over security/identity authentication parameters (KYC, customer verification steps) and handling distressed victims of fraud.

Educational qualification: Any Graduate or Masters