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Generalist mid-level operations role in Gurgaon with broad skills and unspecified experience increases competition.
Leadership skills transferable but financial product and compliance knowledge raise domain specificity to medium.
Degree required and leadership expectations without fixed years imply moderate filtering.
Lead and manage a contact center team to ensure effective service level adherence and timely resolution of advisor and client queries.
Coach and mentor phone agents on policies, procedures, system knowledge, and customer service skills to improve performance.
Own quality review processes including call monitoring and error checking, identify gaps, and facilitate training and process improvement initiatives.
Bachelor's degree or equivalent is required.
Work Experience Required: Not explicitly mentioned in the JD.
Must be able to work in-office at least 3 days a week with flexible WFH 2 days; shift timings are 8:00 PM to 4:30 AM.
Experience or ability to lead a contact center team and perform customer service escalation and mentoring.
Experienced in contact center operations leadership with ability to coach and improve team performance.
Comfortable managing complex customer service issues related to investment, securities, or insurance products.
Skilled at quality assurance through call monitoring, identifying training needs, and driving process improvements.