Customer Operations Team Lead

Job Description

Customer Operations Team Lead

Location: Fayeteville

Type: Full-time

Department: BFSI

Job Summary

The Manager, Voice-Based Customer Operations is responsible for leading a team of customer service professionals who provide high-quality phone-based support to customers in a financial services environment. This role oversees daily operations, drives performance against key service metrics, ensures regulatory compliance, and fosters a customer-centric culture. The ideal candidate combines strong people leadership, contact center management expertise, and a solid understanding of financial products, processes, and regulations. Prior experience in leading customer operations team, serving high net worth customers for a premier financial organization is a must.

Responsibilities

Team Leadership & People Management

• Lead, coach, and develop a team of supervisors and customer service representatives.
• Conduct regular performance reviews, coaching sessions, and career development planning.
• Foster a culture of accountability, engagement, and continuous improvement.
• Manage staffing, scheduling, workforce planning, and employee retention initiatives.
  
  

Customer Experience Management

• Ensure exceptional customer service across all voice interactions.
• Monitor and improve customer satisfaction (CSAT), Net Promoter Score (NPS), and quality metrics.
• Handle escalated customer concerns and complex account issues.
• Drive first-call resolution and reduction of customer effort.
  
  

Operational Excellence

• Oversee daily contact center operations to achieve service level agreements (SLAs).
• Monitor KPIs including:
• Average Handle Time (AHT)
• Service Level
• Abandonment Rate
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Quality Assurance Scores
• Identify process improvement opportunities and implement operational efficiencies.
• Collaborate with workforce management teams to optimize staffing and forecast demand.
  

Financial Services & Compliance

• Extensive understanding of quality standards that need to be maintained while providing service to premier wealth management clients
• Ability to interact with stakeholders in wealth management organization, align with their standards and drive the team to maintain those standards
• Ensure adherence to financial industry regulations, company policies, and risk management standards.
• Maintain compliance with relevant regulatory requirements such as consumer protection, data privacy, and financial security standards.
• Support audits, compliance reviews, and risk assessments.
• Implement controls to safeguard customer information and financial transactions.
  
  

Performance & Analytics

• Analyze operational and customer data to identify trends and improvement opportunities.
• Develop and present performance reports to senior leadership.
• Create action plans to address operational challenges and improve efficiency.
• Manage departmental budgets and resource allocation when applicable.
  
  

Cross-Functional Collaboration

• Partner with Operations, Quality, Training, Compliance, Risk, Technology, and Product teams.
• Support implementation of new products, processes, and technologies.
• Act as a key stakeholder in customer experience and operational transformation initiatives.
  
  

Eligibility Requirements

• Bachelor's degree in Business, Finance, Operations, or a related field (or equivalent experience).
• 5+ years of contact center/customer operations experience.
• 3+ years of leadership experience managing teams in a voice-based customer service environment.
• Experience in banking, financial services, lending, insurance, fintech, or related industries.
• Strong knowledge of contact center operations and performance management.
• Proven experience coaching and developing high-performing teams.
• Excellent verbal and written communication skills.
  
  

How To Apply

• Click "Apply Now" to submit your resume through our career site
• Be sure to include any relevant experience that aligns with the role.
• Qualified candidates will be contacted by a member of our recruitment team for next steps
  
  

About EClerx

eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.

The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

For more information, visit www.eclerx.com

You can also find us on:

https://www.linkedin.com/company/eclerx/

https://www.indeed.com/cmp/Eclerx/about

https://www.glassdoor.com/eClerx

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here