Call CENTRE MANAGER - SALES

Muthoot FinCorp (MFL)

5 - 10 years

13 - 15 Lacs

Chennai

Posted:1 month ago| Platform:

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Skills Required

Outbound Manager Quality Assurance Call monitoring Staffing Conflict resolution Call center operations Telemarketing Call center technology Performance improvement CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Company Name
Muthoot Fincorp Limited
Position / Designation
Call Center Manager
Employment Type
All Employment Type Reporting to
Designation & Grade
NA No of Reportees,
Designation & Grade
NILL
Main Tasks & Areas of Responsibility
The Call Center Manager is responsible for the day-to-day management and operations of the SULB call center The role is tasked with ensuring that customer inquiries are handled effectively, team performance is optimized, and service levels are maintained in accordance with organizational standards
Skills and Exposure
People Management Recruit, train, coach, and supervise call center agents, team leaders, and support staff Foster a positive and productive work environment, promoting teamwork and accountability Develop and provide ongoing training to call center staff to enhance their skills and knowledge Quality Management Establish clear performance metrics and KPIs for call center agents and the team as a whole Monitor, evaluate, and improve team performance to meet and exceed targets Implement and maintain quality assurance programs to ensure consistent, high-quality customer interactions Conduct call monitoring and provide feedback for performance improvement Allocate resources effectively, including staffing levels, schedules, and technology to meet call volume demands Optimize Operations Develop and optimize call center processes and workflows for efficiency Ensure smooth call flow and consistent service delivery Oversee call center technology, including phone systems, CRM, and other software tools Identify opportunities for system improvements and upgrades Data, Compliance Generate and analyze call center performance reports Identify trends, areas for improvement, and opportunities for efficiency Ensure that call center operations adhere to industry regulations and company policies
Special Requirements (If any)
Must have experience in Secured lending / unsecured lending business Internal Stakeholders External Stakeholders Business Product Marketing Customers Referral Sources
Job Location / State
All States
Compensation Band
As per policy
Entitlements
As per policy
Stake Holders
MFL Staff, Group Company Staf
Career Progression
B
Educational Qualification / Technical Certification
Any UG/PG or MBA
Skill Sets
KEY SKILLS & BEHAVIOURAL ATTRIBUTES Excellent communication, management, interpersonal and leadership skills required Advanced conflict resolution skills required Ability to work overtime as necessary to meet quotas and guide team 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
Communication Skills
Excellent communication Skills English language fluency - both verbal and written
Experience
6+years of overall experience
Behavioral Competencies
Team work Ability to work stretch/Multi-Tasking Environment Effective Communication ability at different levels Adaptable to complex Work environments& Organizational values Task master having a daily grind on Sales/revenue numbers
Other Requirements (If any)
- Educational Qualification Bachelor s degree in marketing, Business or Communications preferred Experience 6+ years experience in telemarketing or an outbound call center environment

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