FatakPay Digital - Assistant Manager - Customer Service

Location: Andheri, Mumbai

Job Description:

- As a Assistant manager/Operations Manager - Call Center, you will be responsible for supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

- You will also ensure that technology is utilized to a maximum and that staff is well-organized and productive.

Key Responsibilities:

- Maintain performance metrics and scorecards, including call handle time, call volume, time per call, and speed of answer.

- Generate and allocate sales targets through various channels, including sales calls, callback emails, and chats.

- Contribute to the development of key systems and processes, such as CRM and IVR, to enhance the efficiency of the Customer Operations team and the organization.

- Respond to team questions, guide them through difficult calls or issues, defuse angry customers, and handle issues that team members cannot resolve.

- Lead team meetings, ask questions to understand the calls representatives receive, educate and coach the team on processes and practices, and explain expectations.

- Analyze team and individual statistics, prepare MIS reports, and develop and implement incentive programs to improve metrics while maintaining quality.

- Provide customer service to inbound leads, including first contact resolution, answering inquiries and FAQs, addressing concerns, and recommending the best-fit products.

- Organize shift patterns and determine the number of staff required to meet demand.

Key Requirements:

- Bachelor's degree in Marketing, Business, or Communications; MBA preferred.

- 7-9 years of experience in telemarketing or an outbound call center environment.

- Previous experience in Digital Banking, NBFC, or Fin-Tech is required.

- Excellent communication, management, interpersonal, and leadership skills, with strong problem-solving abilities.

- Ability to work effectively in a fast-paced environment.

- Proficiency in MS Office and call center equipment/software programs

- Strong ability to manage cross-functional teams effectively