Deputy Manager - Call Center

JOB DESCRIPTION

The Call Center Manager will be responsible for overseeing the operations of the call center. The ideal candidate will lead and manage a team of call center executives, ensure excellent customer service, optimize processes, and drive performance to achieve business goals. This role requires strong leadership, analytical skills, and a deep understanding of call center operations within the financial services industry.

• Lead, coach, and motivate a team of call center executives to achieve performance targets and deliver excellent customer service
• Monitor and analyze call center performance metrics, including call quality, response times, customer satisfaction, and productivity, to ensure service levels are met
• Identify areas of improvement in call center processes and implement strategies to enhance efficiency and customer experience
• Develop and deliver training programs to improve team skills, product knowledge, and customer handling capabilities
• Ensure prompt and effective resolution of customer queries, complaints, and escalations to maintain high levels of customer satisfaction
• Prepare and present regular performance reports to senior management, highlighting key metrics, achievements, and areas for improvement
• Work closely with the Digital Lending team and other departments to align call center operations with business objectives and customer expectations
• Ensure adherence to company policies, industry regulations, and best practices in call center operations