Call Center Manager - Housing Finance Industry

The Call Center Manager in the Housing Finance Industry in Mumbai holds the responsibility of ensuring that the call center meets various performance metrics such as call handling time, customer satisfaction, and resolution rates. Your role will involve overseeing daily operations to ensure that calls are efficiently answered and customer interactions are effectively handled. Monitoring team performance, providing constructive feedback, and implementing necessary improvements will also be a key aspect of your job. You will be required to track key performance indicators (KPIs) like call volumes, average handling time, first call resolution, and agent productivity. Developing and implementing streamlined processes to enhance the call center's operations will be crucial. As the Call Center Manager, you will lead, manage, and mentor the call center team, which includes team leaders, agents, and support staff. Collaboration with the sales and loan processing teams to align strategies for customer retention and sales conversion will be essential. Regularly reviewing customer feedback to identify areas for improvement and using data to forecast call volumes, adjusting staffing levels accordingly will also be part of your responsibilities. Implementing quality assurance programs to uphold a high standard of service delivery is imperative. Key Skills required for this role include knowledge of affordable housing loan products and mortgage industry regulations, an entrepreneurial mindset, being result-oriented, proficiency in MS Office, and the ability to analyze data, prepare reports, and forecast staffing needs. The ideal candidate should have 7-8 years of experience in call center management, preferably in financial services or home loan sectors, along with strong leadership skills and experience in managing teams of 30+ Callers. The target industry for this role is Housing Finance/Financial Services. The job location is in Ghansoli, Navi Mumbai, with a working schedule of 6 days a week. The preferred qualification is a Bachelor's degree in Business Administration, Finance, or a related field (an MBA is preferred). The expected age for candidates is up to 38 years with a notice period of immediate to 30 days. This position is not open to relocation candidates. About Morpheus Consulting: Morpheus Consulting is a renowned recruitment specialist with a strong presence since 2007 in Asia, Africa, and the Middle East. The company focuses on talent acquisition, relationship management, and delivering exceptional service levels within the regional industry. With a team of 130 consultants offering international recruitment experience and local market knowledge, Morpheus Consulting provides professional and bespoke contingency and retained search services across various industrial sectors. The core value of investing in people drives the success and growth of Morpheus Consulting, establishing it as a trusted brand in the recruitment industry that clients and candidates can rely on.,