Manager - Call Center Operations

Designation: Manager

Reporting to: Senior Manager, Call Center

Responsibilities:

- Manage the call center operations for a subset of Call Center mutual fund clients

- Leading a team size of 150 - 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:

- 10 - 15 years of experience in Customer Service Industry, preferably Call Centre experience

- Knowledge in financial services preferred but not essential

- Capability of handling a Team Size of 150

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

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