CAMS - Call Centre Manager

About CAMS :

CAMS is a platform based service provider for Mutual Funds, Insurance companies, Banks, NBFCs. It also offers IT services through its 100% subsidiary, Sterling Software Pvt. Ltd (SSPL) renowned for IT Products powering Mutual Fund Industry in India.The Company's products are used extensively by Asset management companies, CAMS (India's leading MF RTA), Distributors and investors. The product range is extensive covering areas of customer acquisition, account set up, transaction processing, customer care services, Commission processing, reconciliations, online services, mobile apps, sms based services, call center services. CAMS technology platform and services to Mutual funds are mature and compare with international markets.

CAMS Insurance Repository Ltd and CAMS Investor Services Pvt Ltd are two other subsidiaries of CAMS.

Brief about CAMS : CAMS is 29 year old company which is professionally managed and owned by Institutions. HDFC Group, NSE Strategic Investments ltd and Acsys Investments are the major share holders of this company.

JOB DESCRIPTION :

Designation: Senior Manager

Responsibilities :

- Manage the call center operations for a subset of CAMS Call Center mutual fund clients

- Leading a team size of 250 - call center agents and supervisors

- Handling Inbound and/or Outbound functions within the call center,email queries and other daily operations including reporting and MIS pertaining to your clients

- Manage Client and Investor Escalations - work with relevant units - internal and external to resolve issues raised and ensure quality delivered across Call center services

- Reviewing the performance of your Team,Call center agents, identifying training needs and planning

- Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency

Professional Skills :

- Should be a Go Getter

- Should articulate and communicate with clarity.

- Should be an excellent team player.

- Should be capable of multi-tasking.

- Should have the ability to interact at all levels.

- Adequate knowledge to operate in MS Office

Educational Qualification:

Post Graduate in any field, Proficiency in MS Office

Language Proficiency in English, Hindi Compulsory

Work Experience:

- 12 - 15 years of experience in Customer Service Industry, preferably Call Centre experience

- Knowledge in financial services preferred but not essential

- Capability of handling a Team Size of 250

- Should have handled Inbound, Outbound, emails and Chat Processes

- Should have been in the Manager position for minimum 3 years.

CTC : 12 - 15 LPA