Customer Voice Agent

Role: Customer Voice Agent - Payments (International Voice Support)

Location: Gurugram (Work from Office)

About the Role

Leads a team of frontline agents supporting Payments and money movement workflows within a client ecosystem. Responsible for ensuring seamless inflow and outflow of funds, resolving transaction-related issues, and driving customer confidence in high-value financial interactions.

Key Responsibilities

• Customer Experience & Escalations
• Handle escalations related to failed payments, funding delays, chargebacks, disputes, and reconciliation issues.
• Ensure timely resolution of high-risk and high-value money movement issues.
• Drive strong communication and expectation setting with customers.
• Improve FCR (First Contact Resolution) and reduce repeat contacts through root cause analysis.
• Operational Excellence
• Manage day-to-day contact center operations including queue and workforce management.
• Ensure SLA adherence and smooth transaction support workflows.
• Identify trends in payment failures, disputes, or delays and drive corrective actions.
• Ensure adherence to financial compliance, risk, and regulatory policies.
• Performance Management
• Monitor and drive team performance across customer, operational, and productivity KPIs.
• Analyze contact drivers and implement process improvements.
• Maintain balance between efficiency, quality, and compliance.
• Business & Customer Value Enablement
• Enable agents to guide customers through payments workflows (inflows, outflows, reconciliation).
• Drive adoption of payment solutions and value-added services.
• Ensure ethical and compliant customer engagement and selling practices.

Key Performance Indicators (KPIs)

• Customer Care:
• Customer Experience: CSAT, NPS, Customer Effort Score
• Resolution Metrics: FCR, Repeat Contacts, Escalation Rate
• Quality & Compliance:
• QA Score, Payments Compliance Adherence, Error / Defect Rate
• Operational Metrics:
• Average Handle Time (AHT), Service Level, Schedule Adherence, Attendance
• Productivity Metrics:
• Contacts per Hour, After Call Work (ACW), Utilization
• People Metrics:
• Attrition, Shrinkage, Employee Engagement, Coaching Effectiveness
• Sales Metrics (if applicable):
• Conversion Rate, Revenue / Attach Rate

Qualifications

• Required:
• Relevant years of international voice support experience with team leadership exposure.
• Strong background in contact center operations and escalation management.
• Excellent communication and stakeholder management skills.
• Preferred:
• Experience in Payments, Banking, Fintech, or Money Movement support.
• Understanding of transactions, disputes, settlements, and reconciliation workflows.
• Experience in compliance-heavy financial environments.