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.