Credit Saison - Chief Manager - CRM Management - Call Center

Chief Manager - Call Center and CRM Management

About Credit Saison India:

A Neo-Lending Conglomerate here to enable India's credit growth story, Credit Saison India, emboldened by our Global MNC parent, is here to accelerate India's credit growth story: by building a Technology-Led Neo-Lending Conglomerate. Across our verticals, we offer bespoke solutions to meet the various credit needs of Individuals, SMEs, FinTech's, and NBFCs. Credit Saison India ("CS India"), having been founded in 2018, operates under the registered name Kisetsu Saison Finance India Private Limited as an MNC subsidiary of its parent company - Credit Saison Co. Ltd in Japan. Across our various business verticals like Wholesale Financing, Co- origination Financing, Consumer Financing, and SME Financing we look towards reaching resilient Assets Under Management ("AUM") of US1bn in record time.

Job description:

- Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.

- Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.

- Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.

- Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.

- Responsible for the recruitment, training, induction and coaching strategy across the contact centres

- Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.

- Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation

- Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.

- Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.

- Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.

- Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

- Deliver cost efficiencies and increased in Customer Satisfaction Scores.

- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

- Develop and implement strategies for revenue generation and retention