● Operational Management: Manage day-to-day operations, including roster planning, leave management, and handling team grievances.

● Client Liaison: Serve as the SPOC for Branch International managers to discuss volume updates, process changes, and operational challenges.

● Coaching & Performance: Conduct weekly performance reviews and 1:1 sessions with agents. Create and execute Performance Improvement Plans (PIPs) for bottom-quartile performers.

● Training & Development: Conduct regular refresher training sessions to ensure the team is updated on current compliance rules. Identify training gaps and organize upskilling sessions.

● Escalation Handling: Handle real-time escalations, including irate customers or complex technical issues during video calls.

● Tech Support: assist agents with basic troubleshooting of VKYC platforms (camera, audio, connectivity issues) and CRM tools.

Pay: ₹45,000.00 - ₹50,000.00 per month

Benefits

- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Service Team Leader - VKYC (Thane)
🏢 IBVL
📍 Thane