Based out of New Delhi, India, the Company is a venture-backed Fintech in the consumer loan space. The business is funded by marquee investors from financial services sector based out of India, Singapore, and USA. The core team has graduate degrees from top universities globally such as Upenn, Columbia, IIT, London Business School, etc. The management team has 40+ years of cumulative experience in finance with firms such as Deloitte, Merrill Lynch, Citi, Policybazaar, Kabbage, and Lehman.The Founder of the Company was a private equity and VC investor with firms such as General Atlantic, Goldman Sachs, and Everstone and was based in India and New York. The founder holds an MBA from Wharton. The Role : - To achieve a competitive differentiation in lending business, the company plans to invest in an industry leading technology platform. - To support a growing customer base we need to build out a superlative contact centre experience for our customers throughout their journey with. - We are inspired by great customer experiences &amp; we strive earn the customer loyalty that only an inspired support team can bring. - The incumbent will report to the Product head of the company and focus on managing and improving the contact centre function of the organisation. - This includes building a team that manages matrices, scripts, canned customer responses. Monitoring calls, coaching callers &amp; liasing with other departments to manage TAT. - The incumbent will also be responsible for Quality, training &amp; compliance aspects of the contact centre. - Expertise in Scaling Up the processes, Building stable Team. - Ability to sustain business and revenue growth in changing markets. - To Manage team and budget for growth and achievement of targets. - Drive process re-engineering, projects &amp; initiatives to improve process efficiency. We are looking for an individual who has the drive to build and manage a superlative contact centre experience for the organization. Some key attributes we are look for are : - Ability to work in a fast paced, dynamic &amp; agile environment. - Problem solving skills &amp; a positive attitude. - Good organization skills. - Ability to manage teams across separate offices. Expectations : - Manage both Sales &amp; Customer support aspects of the contact centre with a combination of Inbound, Outbound, Email &amp; Chat processes. - Hands on management of current team &amp; building out the function by expanding the team. - Develop scripts, responses, escalation matrix &amp; call skills. - Develop quality monitoring, call audits &amp; training programs for agents. - Design interdepartmental SLA matrix with a clearly defined process to resolve each type of customer queries. - Design a multi product sales process that can be monitored across all dispositions &amp; optimise that process. - Develop &amp; manage website FAQ- s, Self service content, tutorial videos etc. - Optimize notification campaigns &amp; messages to enhance customer experience &amp; manage expectations. Competencies : - 10+ Years of experience in managing a contact centre. - Experience in heading a contact centre function as P&amp;L responsibility. - Experience in line level sales &amp; support roles as managerial &amp; developmental experience. - Strong expertise with Sales focused processes with an eye to optimize for efficiency &amp; achieve targets. - Experience handling aspects of quality &amp; compliance, possibly within financial services. - Call quality audits &amp; agent performance reviews. - Experience building reporting matrices &amp; MIS reports. - Experience in designing &amp; implementing process maps with multiple scripts &amp; dispositions. - Excellent communication, presentation &amp; documentation skills. - Ability to multi-task, prioritize and manage time effectively. - Be open to receiving objective criticism and improving upon it. - Industry experience in Financial services is a plus.

Delhi

StashFin - Manager - Contact Centre Operations 

StashFin - Manager - Contact Centre Operations  ,Job Description for StashFin - Manager - Contact Centre Operations  in Stashfin in  Delhi for (10-25) years of experience. Apply Now!

Job Description for StashFin - Manager - Contact Centre Operations  in Stashfin in  Delhi for (10-25) years of experience. Apply Now!