Dhani Loans & Services - Senior Manager/Manager - Call Center - Outbound Sales

Location: Noida/Gurgaon

Job Responsibility :

- To develop and update customer service policies and procedures within the company rules and regulations.

- Managing and monitoring with supervisors, team leaders, executives and sub agents to provide support and Resolve issues.

- Maintaining up-to-date knowledge of industry developments and involvement in networks.

- Monitoring random calls to improve quality, minimize errors and track operative performance

- Build and maintain a positive working environment that attracts and retains high quality staff reviewing the Performance of staff, identifying training needs and provide training sessions.

- Recording statistics, user rates and the performance levels of the centre and preparing reports.

- Organizing staffing, including shift patterns and the number of staff required to meet demand.

- Training, motivating and retaining staff.

- Forecasting and analyzing data against budget figures on a weekly/monthly basis.

Skills :

- Should be fluent in English, Hindi. Knowledge of other languages will be an added advantage.

- Skill set Experienced in Call Center handling Financial Services.

- Strong skills in forming new policies and procedures.

- Keep up with new customer requirements.

- Excellent interpersonal skills, and listening skills and the ability to communicate with a wide range of people.

- Strong customer service ethic Manage and motivate the team.

- 5-8 years experience in call Centre managing a team.