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Home
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Muthoot FinCorp (MFL)
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BPO MANAGER - OPERATIONS

BPO MANAGER - OPERATIONS

Muthoot FinCorp (MFL)

5 - 12 years

6 - 9 Lacs

Chennai

Posted:3 weeks ago| Platform:

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Skills Required

BPO Manager Quality Assurance Call monitoring Communication management Staffing Conflict resolution Call center operations Call center technology Performance improvement CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

People Management

Recruit, train, coach, and supervise call center agents, team leaders, and support staff.
Foster a positive and productive work environment, promoting teamwork and accountability.
Develop and provide ongoing training to call center staff to enhance their skills and knowledge.

Quality Management

Establish clear performance metrics and KPIs for call center agents and the team as a whole.
Monitor, evaluate, and improve team performance to meet and exceed targets.
Implement and maintain quality assurance programs to ensure consistent, high-quality customer interactions.
Conduct call monitoring and provide feedback for performance improvement.
Allocate resources effectively, including staffing levels, schedules, and technology to meet call volume demands.

Optimize Operations

Develop and optimize call center processes and workflows for efficiency.
Ensure smooth call flow and consistent service delivery.
Oversee call center technology, including phone systems, CRM, and other software tools.
Identify opportunities for system improvements and upgrades.

Data, Compliance

Generate and analyze call center performance reports.
Identify trends, areas for improvement, and opportunities for efficiency.
Ensure that call center operations adhere to industry regulations and company policies.

Special Requirements (If any)

Must have experience in Secured lending / unsecured lending business.

Internal Stakeholders

External Stakeholders

Business
Product
Marketing

Customers
Referral Sources

Job Location / State

All States

Compensation Band

As per policy

Entitlements

As per policy

Stake Holders

MFL Staff, Group Company Staf

Educational Qualification / Technical Certification

Any UG/PG or MBA

Skill Sets

KEY SKILLS BEHAVIOURAL ATTRIBUTES

Excellent communication, management, interpersonal and leadership skills required.
Advanced conflict resolution skills required.
Ability to work overtime as necessary to meet quotas and guide team.
Behavioral Attributes- Driven and in alignment with our Purpose Transforming the life of the common man by improving their financial well-being and anchored by our core value of integrity, collaboration, and excellence.

Communication Skills

Excellent communication Skills English language

fluency - both verbal and written

Behavioral Competencies

Team work. Ability to work stretch/Multi-Tasking

Environment. Effective Communication ability at

different levels. Adaptable to complex Work environmentsOrganizational values. Task master

having a daily grind on Sales/revenue numbers

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