Call Centre Manager

Role & responsibilities

1. Call Center Operations Management

• Oversee the daily operations of the call center, ensuring efficient handling of inbound and outbound calls.
• Monitor call volumes, service levels, and response times to optimize performance.
• Implement strategies to improve first-call resolution and customer experience.

2. Team Leadership & Performance Management

• Lead, mentor, and manage a team of customer service executives.
• Conduct training sessions to enhance team skills in communication, problem-solving, and loan-related queries.
• Set performance metrics, conduct regular evaluations, and provide feedback to improve team productivity.

3. Customer Service & Complaint Resolution

• Ensure prompt resolution of customer queries related to home loans, loan processing, EMI payments, disbursements, and foreclosure.
• Handle escalated customer complaints and coordinate with internal teams for quick resolution.
• Maintain high levels of customer satisfaction and adherence to service quality standards.

4. Compliance & Process Improvement

• Ensure adherence to regulatory guidelines and company policies in all customer interactions.
• Identify process gaps and suggest improvements to enhance efficiency.
• Work closely with the risk and compliance teams to ensure smooth operations.

5. Reporting & MIS Management

• Prepare regular reports on team performance, call center efficiency, and customer feedback.
• Analyze data to identify trends and recommend actionable insights.
• Present key findings and improvements to senior management.