Contact Center Manager-Retail Assets, Mumbai


Contact Center Manager-Retail Assets, Mumbai

7 - 8 years

Any Graduate

Contact Center Management

8 ~ 8 LPA

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.