Senior Manager - Customer Service

HDFC Credila; New Delhi; On-site; INR 500,000 - 700,000; Full time

Job summary

Credila Financial Services Pvt. Ltd. in Delhi is seeking a Call Center Lead to manage day-to-day inbound customer service operations and uphold high standards of customer experience.

The role oversees team productivity, query resolution, escalation handling, process adherence, and continuous improvement, with close coordination across internal teams to resolve requests efficiently and build a customer-centric contact center culture.

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

Job Title

Call Center Lead

Location Delhi

Job Summary

The Call Center Lead will manage day-to-day inbound customer service operations and ensure a consistently high standard of customer experience. The role is accountable for team productivity, service quality, query resolution, complaint and escalation management, process adherence, and continuous improvement.

This is a hands-on leadership role requiring close coordination with internal teams to drive timely and effective resolution of customer requests while building a disciplined, customer-centric contact center culture. Knowledge of BFSI sector is welcome.

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.