A3 to A4 Or P2 to P3 • Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable) • 1 year in the current role • No Warning Letter issued in the past 6 months • Mandatory E-learning courses certified wherever applicable ">Bachelor’s degree in a relevant field (preferred) with minimum 6 years of experience in customer service, direct selling, telemarketing, or a related field. >Proven leadership and supervisory experience with strong communication and interpersonal skills in English and at least one regional language. >Strong problem-solving and decision-making abilities with sound knowledge of banking products, services, and regulations. >Additional certifications as required by the bank or regulator are desirable. >Lead and manage a team of Team Leads and customer service associates; provide guidance, coaching, and support to Team Leads in their supervisory roles. >Handle escalated customer queries and complaints and ensure smooth daily operations while meeting SLAs. >Monitor KPIs, analyze performance, and implement corrective actions where required. >Support workforce planning and coordination with HR, including scheduling and resource allocation. >Identify training needs and skill gaps and facilitate capability development across teams. >Conduct regular meetings & Reviews with Team Leads to communicate updates, objectives, and operational challenges. >Prepare and analyze reports related to contact center performance and collaborate with senior management to implement improvement strategies Graduation