Call Center Manager

ROLE SUMMARY (PURPOSE)

The Call Center Manager will be responsible for overseeing and optimizing the day-to-day operations of the customer service center of Muthoot Fincorp Limited (MFL). This role involves ensuring seamless interactions with customers, addressing inquiries, resolving complaints, and promoting the gold loan product. The manager will lead a team of customer service representatives and ensure they are well-trained, motivated, and equipped to meet the company's service and sales targets.

KEY RESPONSIBILITIES

Areas of Responsibility

Description

1. Center Management
2. Hire, supervise, train, and mentor a team of customer service representatives
3. Set performance targets and regularly review KPIs to ensure team productivity.
4. Conduct regular training sessions on gold loan products, customer handling, and complaint resolution.
5. Ensure quick, professional, and efficient responses to customer queries and grievances related to gold loans.
6. Implement strategies to improve customer satisfaction and retention.
7. Monitor call quality and ensure high service standards across all touchpoints.
8. Operational efficiency
9. Develop and monitor processes to reduce call wait times, enhance first-call resolution, and optimize resource allocation.
10. Work with the IT department to ensure all call center systems are up to date and functioning smoothly.
11. Sales and Cross-Selling
12. Drive cross-selling opportunities for gold loans and other financial products during customer interactions.
13. Develop scripts and communication strategies to maximize loan disbursements through inbound/outbound calls
14. Collaboration
15. Work closely with branch teams, loan processing teams, and risk management to ensure seamless customer experience.
16. Coordinate with marketing for promotional campaigns related to gold loans.
17. Compliance, Reporting and Analytics
18. Ensure adherence to all regulatory guidelines, including KYC norms, RBI regulations, and internal company policies.
19. Handle escalated customer complaints and work with the compliance team to address any discrepancies.
20. Prepare and present regular reports on call center performance, customer satisfaction, and service metrics.
21. Analyze data to identify trends, areas for improvement, and potential risks.

KEY ROLE DIMENSIONS

1. Direct Reports 3 (Team Leaders, Trainer and Transactional Quality)
2. Depending on the business demand, the call center manager may directly oversee between 5-10 team leaders and indirectly manage up to 150 customer service representatives and sales consultants.

KEY SKILLS & BEHAVIOURAL ATTRIBUTES

Customer service management

Team leadership and training

Sales and cross-selling strategies

Regulatory compliance (RBI, NBFC guidelines)

Call center software proficiency (CRM tools, telephony systems)

1. Data analysis and reporting
2. 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.

EDUCATION / EXPERIENCE

1. Minimum Qualification: Any Graduate
2. Nature of Experience: Minimum 8 years of experience in managing call centers, preferably in financial services.