Manager - Contact Center - Housing - DS - Digital Sales - Bengaluru - J.P. at Tata Capital

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

03 Jun, 26

Salary

0.0

Posted On

05 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Center Management, Customer Care, Process Improvement, Loan Disbursement, Sales Follow-up, Query Resolution, SLA Management, Vendor Management, Metric Tracking, Team Management, Manpower Planning, Training, Customer Centricity, Business Retention, Reporting, MIS

Industry

Financial Services

Description

• To manage and drive the customer care team; process and champion all customer service relevant projects/ initiatives. Core Responsibilities: • Delivery of AOP Disbursement Numbers across Internal Programs by efficiently managing the Contact Centre Team in generating opportunities, following up with Sales team to disburse loans across campaigns, locations. • Customer request/query/complaint management o Ensure rightful resolution of customer query and/or request within TAT/SLA o Drive process improvements to reduce complaints and increase customer delight o Coordinate and liaison across departments for resolution of complaints • Call center management o Monitor customer communication routed through Call center and review service quality of call center vendor o Conduct periodical updates with respect to policy and process changes with the Call Center o Efficiently manage / track all Contact Centre metrices to ensure the shop floor is managed with highest level of efficiency. • Manage communication/system changes having direct customer impact o Review system/portal changes having impact on customer and monitor and plan all system generated communication to customers o Manage the operation delinquency voice process • Team Management o Ensure manpower planning and team management o Provide training for the team members and provide process updates and ensure high motivation and engagement levels of team members o Drive customer centricity and sensitivity across the team • Build and facilitate business retention process • Help resolve all audit queries and support business activities(With respect to Customer Communication) • Provide analysis of reports and records and maintain monthly customer service reports/MIS Graduate : Yes Desired Experience: 5-110 years of experience in customer service/quality/retail assets Masters/Postgraduate: Optional Certifications:

Responsibilities

The manager will be responsible for driving the customer care team, championing service projects, and ensuring the delivery of Annual Operating Plan (AOP) disbursement numbers by managing the Contact Centre Team to generate opportunities and follow up with Sales for loan disbursement. Core duties also involve comprehensive customer request/query/complaint management, ensuring timely resolution and driving process improvements to enhance customer delight.