Call CENTRE MANAGER - COLLECTION

Position / Designation

Call Center Manager

Grade

Employment Type

All Employment Type

Reporting to

Designation & Grade

CHIEF BUSINESS OFFICER - SULB

No. of Reportees,

Designation & Grade

NILL

Main Tasks & Areas of Responsibility

The Call Center Manager is responsible for the day-to-day management and operations of the SULB call center. The role is tasked with ensuring that customer inquiries are handled effectively, team performance is optimized, and service levels are maintained in accordance with organizational standards.

Skills and Exposure

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

Career Progression

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

Experience

6+years of overall experience

Behavioral Competencies

Team work. Ability to work stretch/Multi-Tasking

Environment. Effective Communication ability at

different levels. Adaptable to complex Work environments& Organizational values. Task master

having a daily grind on Sales/revenue numbers

Educational Qualification Bachelor s degree in marketing, Business or Communications preferred.

Experience 6+ years experience in telemarketing or an outbound call center environment