Senior Manager - Customer Service

Credila Financial Services Limited; Delhi; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Credila Financial Services Limited is seeking a Call Center Lead to manage day-to-day inbound customer service operations, uphold high standards of customer experience, and coordinate with internal teams to resolve requests promptly and professionally.

This hands-on leadership role focuses on team productivity, service quality, query resolution, escalation management, process adherence, and continuous improvement, ensuring customer queries are addressed efficiently while fostering a disciplined,

Responsibilities

• Lead daily inbound call center operations and ensure customer queries are addressed promptly, accurately, and professionally.
• Monitor call queues, team availability, waiting time, and service levels; take corrective action during peak-volume periods.
• Drive end-to-end ownership of customer interactions, including follow-ups and coordination with resolution teams.
• Monitor team performance across customer satisfaction, quality, productivity, call-handling efficiency, and service-level indicators.
• Conduct periodic performance reviews, call observations, coaching, and feedback sessions.
• Ensure consistent communication quality, accurate guidance, appropriate call control, and professional customer handling.
• Use operational data and customer feedback to identify improvement opportunities and implement corrective actions.
• Drive timely handling of grievances and escalations received from customers, senior management, or other service channels.
• Coordinate with backend, operations, collections, finance, technology, and other relevant teams for effective resolution.
• Highlight recurring escalations, process gaps, system issues, and customer pain points to management with recommended actions.
• Lead, guide, and support call center team members to achieve defined customer service and productivity objectives.
• Plan staffing and roster coverage to maintain optimum availability across operating hours and high-volume periods.
• Support onboarding, training, coaching, engagement, and retention of team members.
• Ensure adherence to approved SOPs, scripts, authentication requirements, and customer service processes.
• Ensure compliance with applicable risk controls, fraud-prevention practices, customer-data confidentiality, and information-security requirements.
• Maintain proper records, call dispositions, audit trails, and process discipline across customer interactions.
• Identify opportunities for call reduction, process simplification, automation, and customer self-service adoption.

Job description

The Call Center Lead willmanage day-to-day inbound customer service operations and ensure aconsistently high standard of customer experience. The role is accountablefor team productivity, service quality, query resolution, complaint andescalation management, process adherence, and continuous improvement.

This is a hands-onleadership role requiring close coordination with internal teams to drivetimely and effective resolution of customer requests while building adisciplined, customer-centric contact center culture. Knowledge of BFSIsector is welcome.

Key roles andresponsibilities

• Lead daily inbound call center operations andensure customer queries are addressed promptly, accurately, andprofessionally.
• Monitor call queues, team availability,waiting time, and service levels; take corrective action during peak-volumeperiods.
• Drive end-to-end ownership of customerinteractions, including follow-ups and coordination with resolution teams.
• Monitor team performance across customersatisfaction, quality, productivity, call-handling efficiency, andservice-level indicators.
• Conduct periodic performance reviews, callobservations, coaching, and feedback sessions.
• Ensure consistent communication quality,accurate guidance, appropriate call control, and professional customerhandling.
• Use operational data and customer feedback toidentify improvement opportunities and implement corrective actions.
• Drive timely handling of grievances andescalations received from customers, senior management, or other servicechannels.
• Coordinate with backend, operations,collections, finance, technology, and other relevant teams for effectiveresolution.
• Highlight recurring escalations, processgaps, system issues, and customer pain points to management with recommendedactions.
• Lead, guide, and support call center teammembers to achieve defined customer service and productivity objectives.
• Plan staffing and roster coverage to maintainoptimum availability across operating hours and high-volume periods.
• Support onboarding, training, coaching,engagement, and retention of team members.
• Ensure adherence to approved SOPs, scripts,authentication requirements, and customer service processes.
• Ensure compliance with applicable riskcontrols, fraud-prevention practices, customer-data confidentiality, andinformation-security requirements.
• Maintain proper records, call dispositions,audit trails, and process discipline across customer interactions.
• Identify opportunities for call reduction,process simplification, automation, and customer self-service adoption.