Lead and coach a team of call center agents to meet KPIs, SLAs, and quality targets. Manage day-to-day operations, handle escalations, analyze performance metrics, coordinate with QA/Training/Operations, maintain schedules and attendance, and drive team engagement and retention.

Handle customer inquiries via phone, chat, and email (50% voice/50% non-voice). Verify customer information, research remittance transaction statuses, review customer documents, coordinate with partners to ensure delivery, and meet performance metrics while working onsite in a shifting schedule.

Design, develop, and maintain conversational AI chatbots and voice bots; implement complex conversational flows and NLP training; integrate APIs and CRM systems (Salesforce, RingCentral); build multi-language deployments; write optimized Node.js/Python code with unit tests and code reviews; work in Agile teams using JIRA. Must hold a conversational AI platform certification and work IST 2pm–11pm shift.