Job Description
Job Description – Contact Center Manager (Retail Assets)
Location: Goregaon Mumbai
We are looking for an experienced Contact Center Manager to lead customer service operations for Retail Asset products.
Key Responsibilities:
- Manage Inbound and Email Service operations.
- Monitor and improve Service Level, Average Handle Time (AHT), Abandonment Rate, Productivity, Quality, Automation and Customer Satisfaction.
- Drive service levels, productivity, quality, and customer satisfaction.
- Lead and develop customer service teams.
- Monitor MIS, KPIs, and operational performance.
- Collaborate with Operations, Collections, Credit, IT, and Business teams for resolution.
Experience: Minimum 7 + years in Customer Service/Contact Center ( Calls and Email) Operations with at least 4 years in a managerial role.
Preferred Industry: NBFC, FinTech, Retail Assets.
- Skills: Team Management, Customer Service, Complaint Handling, Stakeholder Management, Process Improvement, MIS & Analytics.
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