Related skills
crm data analysis cross-functional collaboration telephony ticketing📋 Description
- Lead payer support ops from Hyderabad; manage teams across phone and ticket channels.
- Oversee daily payer support ops, escalations, and staffing.
- Partner with Ops, Product, Eng, Training, Quality to improve payer experience.
- Build high-performing teams; coach frontline leaders; use data to drive decisions.
- Maintain operational excellence in a fast-paced support environment.
- Ensure service, quality, and productivity goals are met; monitor queue health.
🎯 Requirements
- 6-8 years in customer support or contact center ops.
- 2+ years people management leading support teams in KPI-driven env.
- Experience managing phone and ticket-based support operations.
- Strong knowledge of SLA, AHT, CSAT, quality, backlog, FCR.
- Proven ability to coach employees, manage performance, improve team outcomes.
- Strong analytical and problem-solving skills with data-driven decisions.
- Experience with CRM, ticketing, telephony, QA, and workforce management tools.
- Experience supporting US-based customers or teams aligned to US business hours.
🎁 Benefits
- Opportunity to lead payer support ops from Hyderabad.
- Collaborative fintech with focus on service excellence.
- Equal employment opportunities; inclusive culture.
- Exposure to global teams and US business hours.
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Operations Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!