- Can I apply
- Open to any education · Mid level
- Pay
- Pay not stated
- Source
- From the company's careers page · today
- How to apply
- On BNY's site (Oracle): account needed, ~10–15 min
Early: posted 1 h ago on their own site
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About the role
Lead and manage a team of 15–20 customer support associates, driving performance, engagement, and retention. Monitor key operational KPIs including CSAT, SLA, Quality, Productivity, Attendance, and Adherence. Conduct regular coaching, performance reviews, and action planning to improve individual and team performance.
What you'll do
- Lead and manage a team of 15–20 customer support associates, driving performance, engagement, and retention
- Monitor key operational KPIs including CSAT, SLA, Quality, Productivity, Attendance, and Adherence
- Conduct regular coaching, performance reviews, and action planning to improve individual and team performance
- Handle customer escalations, conflicts, and PIPs, ensuring timely resolution and service recovery
- Analyze operational data, prepare performance reports, and conduct RCA and process improvement initiatives
What you need
- 3–6 years in operations
- Telecom
- Customer service
- Process improvement
- Root cause analysis
- Any graduate
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