Customer Care Senior Associate

Key Responsibilities 1. Team Performance Management • Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence). • Conduct regular performance reviews and provide individualized coaching. • Ensure the team consistently meets or exceeds SLA targets. • Manage attendance, scheduling, and adherence to workforce requirements. 2. Operational Excellence • Allocate workload and manage capacity to meet service demand. • Oversee transaction processing, customer interactions, and escalations. • Ensure compliance with company policies, financial regulations, and client requirements. • Drive continuous improvement through root cause analysis and corrective actions. 3. Quality & Compliance • Conduct call/transaction audits and participate in QA calibrations. • Enforce compliance with financial guidelines such as: o KYC/AML o Data privacy (GDPR, PCI-DSS, local regulations) o Risk mitigation protocols • Support audit readiness and documentation management. 4. Coaching & Development • Deliver soft skills, product, and process training refreshers. • Prepare development plans for underperforming agents. • Mentor high performers to build bench strength (SMEs, future TLs). 5. Reporting & Communication • Prepare daily/weekly/monthly performance reports for leadership. • Communicate updates, changes, and expectations clearly to the team. • Relay insights from customers and operations to stakeholders for improvements. 6. Stakeholder & Client Management • Attend operational and client meetings. • Collaborate with QA, WFM, Training, and Support teams. • Escalate issues proactively and provide timely resolutions. Qualifications & Requirements Education & Experience • Bachelor’s degree preferred (Finance, Business, or related field). • 2–3+ years of BPO experience, preferably in a financial account. • 1–2 years of experience in a supervisory or team leader role. Skills • Strong knowledge of financial services processes (banking, credit, payments, insurance, collections). • Excellent communication and interpersonal skills. • Analytical ability to interpret metrics and implement improvements. • Proficiency in MS Office and CRM/financial platforms. • Coaching skills and leadership presence. Behavioral Competencies • High attention to detail and accuracy.