Manager – Call Center – Financial Services Firm (5-9 yrs)

Responsibilities:

– Manage the call center operations for our B2B and B2C products

– Leading a team size of 15+ call center agents and supervisors

– Handling Inbound and/or Outbound functions within the call center, email queries and other daily operations including reporting and MIS pertaining to your clients

– Manage Client and Investor Escalations – work with relevant units – internal and external to resolve issues raised and ensure quality delivered across Call center services

– Reviewing the performance of your Team, Call center agents, identifying training needs and planning

– Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency

Professional Skills:

– Should be a Go Getter

– Should articulate and communicate with clarity.

– Should be an excellent team player.

– Should be capable of multi-tasking.

– Should have the ability to interact at all levels.

– Adequate knowledge to operate in MS Office

Educational Qualification:

– Post Graduate in any field, Proficiency in MS Office

– Language Proficiency in English, Hindi Compulsory

Work Experience:

– 5-9 years of experience in Customer Service Industry, preferably Call Centre experience

– Knowledge in education industry or financial services preferred but not essential

– Capability of handling a Team Size of 100+

– Should have handled Inbound, Outbound, emails and Chat Processes

– Should have been in the Manager position for minimum 3 years.

Salary offered: 10-19LPA