Chief Manager/Senior Manager - Call Center & Customer Service - NBFC

Company : NBFC

Position : Chief Manager/ Sr.Manager

Reporting to : National Central Operations Manager

Requirements:

- Qualitative experience in managing Call Center and Customer Service operations

- Should possess ability to handle a large team and call center agents

- Should possess team managerial and presentation skills

- Effectively perform in Quality, Audits and Process Excellence

- Effectively perform in team leadership roles for operational projects with complete ownership as per core business objectives

- Adroit in assessing processes and accordingly designing & implementing measures aimed at enhancing process efficiency and organizational effectiveness

Job Description:

- Manage call center operations for PAN-India

- Handling a team of 8/10 on rolls and around 40/50 off roll call center employees

- Manage operations for different calling types such as Inbound, Service calls and TVR calling

- Monitor team's productivity and preparation of regular MIS and reports

- Monitor the abandoned calls on daily basis

- Involvement in analysis on Call Wait time, AHT, Call Quality, Live Call barge-in and so on

- Service call types include Awareness Calling, Collections related Calling and Feedback Calling

- Manage analysis on feedback received from customers and thus lead to enhancement of customer experience

- Active involvement in Quality and Process Audits

- Responsible for CEO dashboard reports and analysis, CSAT presentation and LSS projects

- Knowledge of Lean Six Sigma is a must

- Managing Customer Escalations for PAN-India

- Monitor training and employee skill upgradation on monthly basis

- Responsible for periodic changes in Website, Online portals

- One-point contact for managing customer service innovation projects such as TAB FAB, E2E calling and Self Reliant portal

- Co-ordination with IT team for system upgradation for process improvements

- One-point contact for CRM related issues and changes

- Responsible for Call Center budgeting, recruitment and billing activities

- Responsible for Cross Sell and Fee income as per schemes rolled out

- Responsible for Customer Service related audits at branches, Feedback received from branches and Quality team

- Co-ordination with Product teams for periodic process training for the team

- Co-ordination with Collections team for penal charges related activities

- Manage the team's KPI

- Monitor the team's performance closely and involve in motivational activities for call center agents on monthly basis

Ranjana Garg
Sapphire Management Consultancy