Call Center Manager

Who are we

IDfy isAsia's leading TrustStack, trusted by the best, with global expertise and enterprise-grade tech, we're

solving trust challenges, making compliance easy, fraud detection smarter, and onboarding seamless.

Our clients include HDFC Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others. With more than

13+ years of experience and 2 million verifications per day, we are pioneers in this industry.

IDfy's three platforms- OnboardIQ, OneRisk, and Privy - come togetherto form one seamless solution

enabling trust.

Role Details:

Job location:Marol,Andheri,Mumbai

Mode:Work from office

Working days: 6 days(rotational offs)

Working hours: 9 hrs( 24*7 rotational shifts)

We'll get along if you...

Have 45 years of Call Center/ Operations Management experience

Have managed 40+ member teams for at least 23 years

Have worked inBFSI,KYC, Fintech, or other compliance-heavy environments

Strongly understand call center metrics likeAHT, Shrinkage,Adherence, and Utilization

Are a strong people leader who balances performance with empathy

Make data-driven decisions and handle escalations confidently

Thrive in high-pressure, high-volume environments

Communicate clearly and operate with ownership

Graduate/Postgraduate (MBA is a plus, not mandatory)

What You'll be doing...

Lead and manage a 60100 memberVideoKYC operations team in a high-volume,regulated setup

Own end-to-end operational delivery, ensuring strongSLAadherence

Monitor and improveAHT,TAT, productivity, and conversion metrics

Drive staffing, shift planning, and overall operational efficiency

Build and manageTeam Leaders, QA, and frontline agents

Conduct performance reviews, coaching interventions, and manage attrition

Ensure audit, regulatory, and internal compliance adherence

Improve QA accuracy, reduce errors, and strengthen fraud-prevention practices

Own key metrics:SLA adherence, productivity per agent, QA%, escalationTAT, attrition rate

Maintain dashboards, report KPIs, conduct client reviews, and manage vendor governance