Contact Center Manager (Inbound & Outbound For BFSI)

Job Description

Job Title: Contact Center Manager Inbound & Outbound (BFSI Sector) Department: Customer Experience /Telemarketing Reports To: Marketing and digital business Experience: 7+ (with minimum 2 years in a managerial role) Industry Preference: BFSI (Banking, NBFC, Insurance, Broking, Fintech) Job Summary: We are seeking a dynamic and experienced Contact Center Manager to lead our Inbound and Outbound Call Center Operations . The ideal candidate will have a strong background in managing high-performing teams, driving customer satisfaction, ensuring service-level adherence, and supporting sales, collections, and retention initiatives in the BFSI sector. There may be intercity travel also to manage 3rd party operations Key Responsibilities: 1. Team Leadership & Management Lead, train, and mentor a team of inbound and outbound contact center executives. Set performance targets (AHT, FCR, CSAT, conversion, etc.) and ensure they are met or exceeded. Monitor team productivity and create performance improvement plans where needed. Foster a customer-first, service-oriented culture across the team. 2. Inbound Contact Center Management Manage customer queries, complaints, and service requests related to loans, investments, insurance, or digital financial services. Ensure adherence to TAT and quality assurance standards. Collaborate with backend operations and IT teams for prompt resolution. 3. Outbound Campaign Management Oversee outbound campaigns for sales - direct conversions (loan products, cross sell Work closely with sales, and marketing teams to design and execute lead generation and cross-sell/up-sell campaigns. Analyze call data and improve contact strategies for better conversions. 4. Process Optimization & Reporting Identify process gaps and implement improvements to optimize efficiency. adhere to tools and CRM systems to track performance and customer journeys. Generate daily, weekly, and monthly MIS on team productivity, call quality, customer feedback, and campaign performance. 5. Compliance & Risk Ensure all activities are compliant with regulatory standards (RBI, SEBI etc.). Conduct regular training and audits to maintain quality and compliance standards. Handle escalations and sensitive customer issues with professionalism and discretion. Key Skills Required: Proven experience in managing contact center operations in BFSI domain. Strong people management and coaching skills. Excellent communication and conflict resolution skills. Hands-on experience with CRM, dialers, ticketing, and workforce management tools. Analytical mindset and familiarity with contact center KPIs. Preferred Qualifications: Graduate Language proficiency - English , Hindi and one local language any