CALL CENTRE MANAGER - OUTBOUND

Muthoot Fincorp Ltd.; Bengaluru; Sur place; INR 1 674 000 - 2 344 000; Plein temps

Résumé du poste

Muthoot Fincorp Ltd. is seeking a Call Center Manager to oversee the day-to-day operations of the SULB call center. You will manage staff, drive performance, and ensure service levels meet organizational standards.

Key responsibilities include recruiting and coaching agents, implementing training programs, monitoring quality and compliance, and optimizing processes to handle call volumes efficiently. 6+ years’ experience in call centers is preferred.

Qualifications

• 6+ years of experience in telemarketing or an outbound call center environment.
• Excellent communication, management, interpersonal and leadership skills.
• Ability to work overtime as necessary to meet quotas and guide team.
• Experience in secured lending / unsecured lending beneficial.

Responsabilités

• Oversee day-to-day management and operations of the call center.
• Recruit, train, coach, and supervise agents, team leaders and staff.
• Establish performance metrics and KPIs; monitor and improve team performance.
• Develop and optimize processes, workflows, schedules, and resources.
• Ensure compliance with regulations and company policies; generate reports.

Connaissances

Communication

Management

Interpersonal skills

Leadership

Conflict resolution

Overtime

Stakeholder management

Multi-tasking

Formation

Bachelor’s degree in marketing, Business or Communications

MBA

Description du poste

The Call Center Manager is responsible for the day-to-day management and operations of the SULB call center. The role is tasked with ensuring that customer inquiries are handled effectively, team performance is optimized, and service levels are maintained in accordance with organizational standards.

Skills and Exposure

People Management

• Recruit, train, coach, and supervise call center agents, team leaders, and support staff.
• Foster a positive and productive work environment, promoting teamwork and accountability.
• Develop and provide ongoing training to call center staff to enhance their skills and knowledge.

Quality Management

• Establish clear performance metrics and KPIs for call center agents and the team as a whole.
• Monitor, evaluate, and improve team performance to meet and exceed targets.
• Implement and maintain quality assurance programs to ensure consistent, high-quality customer interactions.
• Conduct call monitoring and provide feedback for performance improvement.
• Allocate resources effectively, including staffing levels, schedules, and technology to meet call volume demands.

Optimize Operations

• Develop and optimize call center processes and workflows for efficiency.
• Ensure smooth call flow and consistent service delivery.
• Oversee call center technology, including phone systems, CRM, and other software tools.
• Identify opportunities for system improvements and upgrades.

Data, Compliance

• Generate and analyze call center performance reports.
• Identify trends, areas for improvement, and opportunities for efficiency.
• Ensure that call center operations adhere to industry regulations and company policies.

Special Requirements (If any)

Must have experience in Secured lending / unsecured lending business.

Internal Stakeholders

• Business
• Product
• Marketing
• Customers
• Referral Sources

External Stakeholders

• Business
• Product\
• Marketing
• Customers
• Referral Sources

Job Location / State

All States

Stake Holders

MFL Staff, Group Company Staf

Educational Qualification / Technical Certification

Any UG/PG or MBA

Skill Sets

KEY SKILLS & BEHAVIOURAL ATTRIBUTES

• Excellent communication, management, interpersonal and leadership skills required.
• Advanced conflict resolution skills required.
• Ability to work overtime as necessary to meet quotas and guide team.
• Behavioral Attributes- Driven and in alignment with our Purpose “Transforming the life of the common man by improving their financial well-being” and anchored by our core value of integrity, collaboration, and excellence.

Communication Skills

fluency - both verbal and written

Experience

6+years of overall experience

Team work. Ability to work stretch/Multi-Tasking

Environment. Effective Communication ability at

different levels. Adaptable to complex Work environments& Organizational values. Task master

having a daily grind on Sales/revenue numbers

Other Requirements (If any)

-

Educational Qualification – Bachelor’s degree in marketing, Business or Communications preferred.

Experience – 6+ years’ experience in telemarketing or an outbound call center environment