Job Description

The Call Center Manager will be responsible for overseeing the operations of the call center. The ideal candidate will lead and manage a team of call center executives, ensure excellent customer service, optimize processes, and drive performance to achieve business goals. This role requires strong leadership, analytical skills, and a deep understanding of call center operations within the financial services industry Lead, coach, and motivate a team of call center executives to achieve performance targets and deliver excellent customer service Monitor and analyze call center performance metrics, including call quality, response times, customer satisfaction, and productivity, to ensure service levels are met Identify areas of improvement in call center processes and implement strategies to enhance efficiency and customer experience Develop and deliver training programs to improve team skills, product knowledge, and customer handling capabilities Ensure prompt and effective resolution of customer queries, complaints, and escalations to maintain high levels of customer satisfaction Prepare and present regular performance reports to senior management, highlighting key metrics, achievements, and areas for improvement Work closely with the Digital Lending team and other departments to align call center operations with business objectives and customer expectations Ensure adherence to company policies, industry regulations, and best practices in call center operations