Customer Operations Team Lead

Responsibilities

• 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.
• 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.
• Oversee daily contact center operations to achieve service level agreements (SLAs).
• 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.
• Analyze operational and customer data to identify trends and improvement opportunities.
• Create action plans to address operational challenges and improve efficiency.
• 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.

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.

About the role

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.