🛠 Tech Stack

💼 About This Role

You'll monitor team activities and ensure SLA compliance for a fintech company serving underserved markets. You'll lead a contact center team to drive continuous improvement in customer experience and operational efficiency.

🎯 What You'll Do

• Monitor team performance and provide real-time feedback to agents.
• Coach agents on call/chat flows, objection handling, and CRM tools.
• Escalate and resolve complex customer complaints and claims.
• Optimize processes and generate performance reports for KPIs.

📋 Requirements

• University degree in Business Administration, Communications, or related field.
• 2 years managing customer service teams, preferably in finance.
• Strong knowledge of consumer protection law and key customer experience KPIs.
• Proficiency in CRM software (Zendesk) and data analysis tools (Excel, Google Sheets, Power BI).

✨ Nice to Have

• Experience with BPO management.
• Knowledge of Power BI or other data visualization tools.

🎁 Benefits & Perks

• 🏥 Health insurance for employee and direct family.
• 🏖️ 20 vacation days.
• 💰 3% retirement plan.
• 💻 $2000 annual co-working travel benefit.
• 📚 $2000 annual professional development benefit.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Offer· 15 min