Senior Manager - Human Resources at Indiabulls Consumer Finance Limited
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IVL Finance - Head - Contact Center (12-18 yrs)
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.
- 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.
- 12-18 years experience in call Centre managing a team.