Poonawalla Fincorp - General Manager - Contact Center

Poonawalla Fincorp : General Manager - Contact Center

Job Description :

- Develop objectives for the call center's day-to-day activities

- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

- Collect and analyze call-center statistics (costs, customer service metrics etc.)

- Assume responsibility of budgeting and tracking expenses

- Hire, coach and provide training to personnel to maintain high customer service standards

- Monitor and improve ordering, telephone handling and other procedures.

- Evaluate performance with key metrics (accuracy, call-waiting time etc.)

- Prepare reports for different departments and senior management

Qualification, Experience & Skills:

- Proven 10-15 yrs of experience as call center manager or similar position

- Experience in customer service is required preferably in the BFSI domain

- Knowledge of performance evaluation and customer service metrics

- Solid understanding of reporting and budgeting procedures

- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

- Proficient in MS Office and call center equipment/software programs

- Outstanding communication and interpersonal skills

- Excellent organizational and leadership skills with a problem-solving ability

- Positive and patient

- Minimum Bachelor degree required, with MBA as higher degree will be appreciated

- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus