Contact Centre Manager

Individual will oversee end to end performance of the outsourced contact center supporting the Mortgage Business for Hero Housing Finance. The incumbent will be responsible for managing the partner relationship, driving productivity, ensuring process excellence, and ensuring Business outcomes for the contact center operations. The role demands strong analytical, leadership and stakeholder management capabilities with strong focus on digital transformation and customer experience.

ROLES AND RESPONSIBILITIES

• Partner Management and Governance: Manage day to day operations of the outsourced contact center partner, define and monitor SLAs and KPIs for the partner team, conduct daily huddles and weekly/monthly reviews with the Team leader and ensure adequate training and performance alignment with Business goals

• Business and P&L ownership: Own the P&L for contact center operations, including cost management, productivity optimization and ensure adherence to Business targets. Responsible for improving lead to conversion ratio

• Sales Team Enablement: Ensure quality of leads generated for Sales team leads to tangible Business outcomes and defined targets for lead qualification and logins are met.

• Performance Monitoring & Reporting: Collaborate with partner to publish accurate and timely MIS reports to relevant stakeholders, providing clear insights into progress and performance. Generate actionable insights from data and spot trends to support Business decisions

• Agent trainings: Drive the contact center team to achieve set targets through regular communication, training, and performance

• Regulatory and Compliance: Ensure compliance with TRAI and other regulatory guidelines pertaining to outbound calling and customer engagement

SKILLS

• 3-5 years of experience in Call Center Management and Business Development in BFSI or mortgage domains

• Proven expertise in managing outsourced partner teams and owning P&L for service or sales operations

• Good communication, networking and relationship skills

• Ability to forge relationships with internal and external stakeholders