Job highlights
. Lead a team of Analysts and Senior Analysts across shifts. Set targets,monitor KPIs,and ensure SLA adherence. Drive process improvements and training initiatives.
Requirements . Bachelordegree Lead a team of Analysts and Senior Analysts across shifts. Set targets, monitor KPIs, and ensure SLA adherence. Drive process improvements and training initiatives. Handle merchant escalations and critical incident responses. Interface with product and compliance teams for issue resolution. Conduct regular 1-on-1s, appraisals, and coaching.
Requirements Bachelordegree; preference for Finance, Business, or Tech domains.
6+ years of customer support experience, with 2+ years in leadership.
Expertise in U.S. fintech or banking domain preferred.
Proficiency in reporting tools and workforce management.
Solid decision-making, communication, and leadership skills.
This position requires a 6-day work schedule. Monday to Friday will be Work-From-Office (WFO), while Saturday or Sunday will be Work-From-Home (WFH). The 6th-day working will be compensated as per company guidelines.
Perks
5 Days Working
One Complimentary Meal per Day
Internet Reimbursement
Gym Reimbursement
Group Medical Insurance
Mental Health support perks
Relocation Assistance (if Applicable)