Call Centre Manager

Ahope Solutions; Chennai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Ahope Solutions is seeking a qualified professional to lead day-to-day call centre operations in Chennai. The role requires coaching a team of customer service executives, monitoring calls for quality, and driving improvements in customer experience.

You will ensure compliance with BFSI policies and coordinate with internal departments to resolve issues. The ideal candidate will have a graduate degree, 3+ years in BFSI call centre/CS operations, and strong communication and problem-solving

Qualifications

• Graduate in any discipline; a degree in Finance, Commerce, or Management is preferred.
• 3+ years of experience in call centre / customer service operations, preferably in BFSI.
• Experience in banking, NBFC, insurance, lending, collections, or financial services processes is desirable.
• Proven experience in team handling, performance management, and customer escalation management.
• Good communication, interpersonal, analytical, and problem-solving skills.
• Working knowledge of CRM tools, dialer systems, MS Excel, and MIS reporting.
• Strong understanding of customer service standards, process compliance, and data confidentiality.

Responsibilities

• Manage day-to-day call centre operations and ensure achievement of service levels, productivity, and performance targets.
• Lead, coach, and motivate a team of customer service executives to achieve KPIs.
• Monitor calls, ensure quality standards, and drive continuous improvement in customer experience.
• Handle customer escalations and ensure timely resolution of complaints and service requests.
• Ensure compliance with BFSI policies, regulatory guidelines, data privacy requirements, and internal processes.
• Conduct regular team meetings, performance reviews, and training sessions.
• Coordinate with internal departments and clients to ensure smooth operations and timely resolution of issues.
• Prepare MIS reports and provide regular performance updates to management.
• Identify process gaps and implement corrective actions to improve operational efficiency.

Skills

People management

Communication

Analytical thinking

Problem solving

Education

Bachelor's degree in Finance/Commerce/Management

Tools

CRM tools

Dialer systems

MS Excel

MIS reporting

Job description

Role & responsibilities

• Manage day-to-day call centre operations and ensure achievement of service levels, productivity, and performance targets.
• Lead, coach, and motivate a team of customer service executives to achieve individual and team KPIs.
• Monitor calls, ensure quality standards, and drive continuous improvement in customer experience.
• Handle customer escalations and ensure timely resolution of complaints and service requests.
• Ensure compliance with BFSI policies, regulatory guidelines, data privacy requirements, and internal processes.
• Conduct regular team meetings, performance reviews, and training sessions.
• Coordinate with internal departments and clients to ensure smooth operations and timely resolution of issues.
• Prepare MIS reports and provide regular performance updates to management.
• Identify process gaps and implement corrective actions to improve operational efficiency.

Preferred candidate profile

• Graduate in any discipline; a degree in Finance, Commerce, or Management is preferred.
• 38 years of experience in call centre / customer service operations, preferably in BFSI.
• Prior experience in banking, NBFC, insurance, lending, collections, or financial services processes is desirable.
• Proven experience in team handling, performance management, and customer escalation management.
• Good communication, interpersonal, analytical, and problem-solving skills.
• Working knowledge of CRM tools, dialer systems, MS Excel, and MIS reporting.
• Strong understanding of customer service standards, process compliance, and data confidentiality.