Call Center Manager - NBFC/Auto Loans

- Manage day to-day operations and meet required service level and standards

 - Performance review - prepare metrics and MIS . Track reports on associates/callers performance

 - Develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused associates.

 - Operational Management, managing the floor, ownership and problem resolution. Coaching and feedback, motivating, training and development of staff

 - Receive target, monitor performance and update management on the state and progress

 - Conduct surprise checks/audit and ensure Compliance.

 - Training on process and call quality monitoring.

 - Continuous improvement initiatives and other process Transformations

- Coordination with Pick-up agencies for smooth conversion of pick-up

 - Reporting on the daily update on call centre operations

 - Highlight issues on call centre activities wherever required

 - Manage two call centre simultaneously