Front Line Manager - Customer Care - Voice 4A
Core
Leads a team of frontline agents supporting payments and money movement workflows, resolving transaction issues, and driving customer confidence in high-value financial interactions.
Role type
Front Line Manager (Customer Care - Voice)
Builds
Customer trust and operational excellence in payment operations
Domain
Financial Services / Payments / Contact Center
Deliverable
dashboards & analysis
Required skills
Team leadership, Escalation management, Contact center operations, Financial compliance, Root cause analysis, KPI management
Preferred skills
Payments/Banking/Fintech experience, Transaction workflows knowledge, Compliance-heavy environment experience
Technologies
ServiceNow, Generative AI
Responsibilities
Lead and manage a team supporting payments and banking queries; Handle escalations related to failed payments, funding delays, and disputes; Manage day-to-day contact center operations including queue and workforce management; Monitor and drive team performance across customer, operational, and productivity KPIs.
Seniority
Manager, team leadership
