Customer Service Assistant Manager

Role name: Assistant manager/Operations Manager – Call Center

Kindly share your resume on : renu.koli@fatakpay.com

Location: Andheri, Mumbai

Job Description:

As a Assistant manager/Operations Manager – Call Center, you will be responsible for supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff is well-organized and productive.

Key Responsibilities:

·      Maintain performance metrics and scorecards, including call handle time, call volume, time per call, and speed of answer.

·      Generate and allocate sales targets through various channels, including sales calls, callback emails, and chats.

·      Contribute to the development of key systems and processes, such as CRM and IVR, to enhance the efficiency of the Customer Operations team and the organization.

·      Respond to team questions, guide them through difficult calls or issues, defuse angry customers, and handle issues that team members cannot resolve.

·      Lead team meetings, ask questions to understand the calls representatives receive, educate and coach the team on processes and practices, and explain expectations.

·      Analyze team and individual statistics, prepare MIS reports, and develop and implement incentive programs to improve metrics while maintaining quality.

·      Provide customer service to inbound leads, including first contact resolution, answering inquiries and FAQs, addressing concerns, and recommending the best-fit products.

·      Organize shift patterns and determine the number of staff required to meet demand.

Key Requirements:

·      Bachelor’s degree in Marketing, Business, or Communications; MBA preferred.

·      7-9 years of experience in telemarketing or an outbound call center environment.

·      Previous experience in Digital Banking, NBFC, or Fin-Tech is required.

·      Excellent communication, management, interpersonal, and leadership skills, with strong problem-solving abilities.

·      Ability to work effectively in a fast-paced environment.

·      Proficiency in MS Office and call center equipment/software programs

·      Strong ability to manage cross-functional teams effectively.

Kindly share your resume on : renu.koli@fatakpay.com