Gm Operation

• Manage day-to-day call center operations

and customer support teams.

• Ensure high-quality customer service

across voice, email, chat, and social media channels.

Monitor KPIs such as:

Service Level (SL)

Average Handling Time

(AHT)

• Customer Satisfaction

(CSAT)

• First Call Resolution

(FCR)

• Net Promoter Score (NPS)

Handle escalated customer complaints

related to payments, transactions, KYC, fraud, and account services.

Develop workforce planning, scheduling,

and performance management processes.

• Implement quality assurance and coaching

programs.

• Collaborate with Compliance, Risk, Fraud

Monitoring, and Product teams.

• Ensure compliance with regulatory and

data privacy requirements.

• Prepare operational reports and

management dashboards.