BPO Telecaller

Job Description for BPO

Exepeience: Fresher

                     6 – 1 year

Job role: Customer support manager (BPO)

Prefered language: Kannada, English, Hindi, Telugu, Tamil

Job Summary

The BPO Customer Support Manager – Loan Operations is responsible for managing end-to-end customer support services for loan-related processes. This role ensures high-quality service delivery, compliance with lending regulations, achievement of SLAs, and continuous improvement of customer experience across voice, email, and chat channels

Key Responsibilities

Operations Management

·         Manage daily customer support operations for loan products (personal, home, auto, business loans, etc.).

·         Oversee customer interactions related to loan applications, disbursements, EMI schedules, payments, foreclosures, and complaints.

·         Ensure adherence to SLAs, KPIs, quality standards, and turnaround times.

Team Leadership

·         Lead, coach, and develop team leaders, supervisors, and customer support agents.

·         Conduct performance reviews, team meetings, and training sessions.

·         Manage workforce planning, shift scheduling, and attrition control.

Customer Experience & Quality

·         Drive customer satisfaction (CSAT, NPS) and first-call resolution (FCR).

·         Handle escalated customer issues and critical loan-related complaints.

·         Collaborate with Quality and Training teams to improve service delivery.

Reporting & Analytics

·         Prepare and analyze daily, weekly, and monthly performance reports.

·         Identify trends, root causes, and improvement opportunities.

·         Present operational updates to senior management and clients.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.