Head - Contact Centre - FinTech Startup (10-13 yrs)
About the Company :
It is a Bengaluru based leading fintech start-up. Started as an asset-backed online lending platform, it is aiming to disrupt the traditional brick and mortar lending models. Since our launch in 2015, they've cemented our position as the No.1 fintech startup in consumer lending space.
They are Series-B funded, backed by top-tier investors. They are using the scale of the web and advances in computing, big data, machine learning and mobile to bring transformative financial innovation to the market.
Your responsibilities :
- Handle a team of 150+ and day to day operations of the contact center including inbound, sales, support and chat
- Ensure that the customer experience is as per the quality standards and business objectives
- Devise initiatives and execute operations to meet the larger business objectives
- Circulate daily MIS reports to stakeholders to assess the health of the contact center
- Monitor and review performance of all the teams within the contact center
- Work with management to prioritize business and information needs
- Pre-empt and manage hiring pipeline and onboarding of the newly hired candidates
- Attrition management