Job Title: Kore.AI Developer | Bengaluru | Customer Strategy & Design
Job requisition ID ::
101410
Date:
Apr 29, 2026
Location:
Bengaluru
Designation:
Manager
Entity:
Deloitte Touche Tohmatsu India LLP
- Resource Level: Manager
- Resource Category: Operate
- Role Description: The Support Manager is responsible for leading and orchestrating the L1, L2, and L3 support tiers within a banking contact center environment. This role ensures seamless service delivery across all customer touch-points including voice, chat, email, and digital channels. The manager drives continuous improvement in first-call resolution, customer satisfaction, and operational efficiency while maintaining strict adherence to banking regulations, data privacy standards, and SLA commitments
- Role: Support Manager with 8–10 years of experience, overseeing the entire L1/L2/L3 support function in a banking contact center
- Scope: Single manager accountable end-to-end — from frontline agent operations (L1) through specialist escalations (L2) to critical incidents and technology strategy (L3)
- Operations: Manages day-to-day queue performance, SLA adherence, workforce planning, and quality assurance across voice, chat, email, and digital channels
- Escalation & Compliance: Owns the full escalation lifecycle including fraud, regulatory complaints, and ombudsman cases; ensures KYC/AML and data privacy compliance
- Technology & Modernisation: Drives contact center transformation — CCaaS platforms, Gen AI (agent assist, intelligent routing, automated QA), RPA, and vendor management (Kore, Avaya, Genesys, ServiceNow, etc.)