KFintech Ltd Hring - BPO Senior Manager / AVP- Hyderabad

Job Description

Looking for an experienced Contact Center Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase Client/ Customer Satisfaction, loyalty and retention and to meet their expectations. Responsibilities: Client Management & Vendor Management Develop objectives for the call centers day-to-day activities Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.) Assume responsibility of budgeting and tracking expenses Hire, coach and provide training to personnel to maintain high customer service standards Monitor and improve ordering, telephone handling and other procedures Evaluate performance with key metrics (accuracy, call-waiting time etc.) Prepare reports for different departments or Management team forecast and analyze data against budget figures on a weekly and/or monthly basis. handle the most complex customer complaints or enquiries advise clients on products and services available liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues Deliver high quality standards across all LOBs on Varies Contact Centre Matrix. Requirements and skills: Proven experience as a Contact center manager from banking BPO services Experience in customer service is required Knowledge of performance evaluation and customer service metrics Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) Proficient in MS Office and call center equipment/software programs Outstanding communication and interpersonal skills Excellent organizational and leadership skills with a problem-solving ability High level of collaboration Skills strong interpersonal skills to be able to deal with people at all levels analytical skills to interpret data and trends numerical skills to understand financial and budget management leadership skills and the ability to motivate and develop staff the ability to work under pressure, manage your time effectively and work on your own initiative a desire to help others work towards targets and develop their skills confidence and good business sense , the ability to set, meet and exceed targets a focused and self-motivated approach to work a flexible attitude and the ability to manage change. Experience in Client management Experience: 13 to 16 years of experience in BPO industry of Contact center experience both voice and non-voice in sales and customer service Especially in the Banking or Mutual Fund sector Educational Qualification: Graduation with MBA Post graduation Interested candidates reply with your below details and your updated resume to lakshmanan.muniyandi@kfintech.com 1. Total Experience: 2. Relevant Experience 3. Qualification 4. Fluency in Hindi (Read / Write / Speaking): 5. Fluency in English (Read / Write / Speaking): 6. Current Location: 7. Ready to work in Hyderabad location: 8. Notice Period (If currently working): 9. Current CTC: 10. Attached Resume: About our company: KFintech Ltd is the largest registrar and transfer agency and a market leader in the financial sector providing investor servicing. Our operations are spread across 200+ branches in India and 2 countries globally, namely Malaysia and Bahrain. With over 90 million investor accounts, we reach out to 3500+ issuers including banks, PSUs and mutual funds. All this is possible with a diverse and robust workforce of 6000+ experienced professionals who hail from various disciplines. KFintech serves over 90 million investors and over one lakh transactions each day and has managed the two largest migrations in the mutual fund space, as well as corporate registry involving over 15 million investors. lakshmanan.muniyandi@kfintech.com www.kfintech.com