Customer Service Manager

Protium Finance Limited; Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Protium Finance Limited is seeking a Contact Center Manager (Retail Assets) to lead customer service operations for retail asset products. The role focuses on improving service levels, response times, and customer satisfaction while guiding a skilled team.

Ideal candidates have 7+ years in customer service/contact center operations, with at least 4 years in management. NBFC/FinTech experience is preferred for this position in Mumbai.

Qualifications

• 7+ years in Customer Service/Contact Center (Calls and Email) Operations with at least 4 years in a managerial role.
• Preferred Industry: NBFC, FinTech, Retail Assets.

Responsibilities

• Manage Inbound and Email Service operations.
• Monitor and improve Service Level, AHT, Abandonment Rate, Productivity, Quality, Automation and Customer Satisfaction.
• Drive service levels, productivity, quality, and customer satisfaction.
• Lead and develop customer service teams.
• Monitor MIS, KPIs, and operational performance.
• Collaborate with Operations, Collections, Credit, IT, and Business teams for resolution.

Skills

Inbound operations

Email management

KPI management

Team leadership

Customer satisfaction

Automation

MIS reporting

Cross-functional collaboration

Job description

Job Description – Contact Center Manager (Retail Assets)

We are looking for an experienced Contact Center Manager to lead customer service operations for Retail Asset products.

Key Responsibilities:

• Manage Inbound and Email Service operations.
• Monitor and improve Service Level, Average Handle Time (AHT), Abandonment Rate, Productivity, Quality, Automation and Customer Satisfaction.
• Drive service levels, productivity, quality, and customer satisfaction.
• Lead and develop customer service teams.
• Monitor MIS, KPIs, and operational performance.
• Collaborate with Operations, Collections, Credit, IT, and Business teams for resolution.

Experience: Minimum 7 + years in Customer Service/Contact Center ( Calls and Email) Operations with at least 4 years in a managerial role.

Preferred Industry: NBFC, FinTech, Retail Assets.