Job Description

A
Job Specification
1
Company Name
:
Muthoot Fincorp Limited
2
Position / Designation
:
Call Center Manager
3
Grade
:

4
Employment Type
:
All Employment Type
5
Reporting to –
Designation & Grade
:
NA
6
No. of Reportees,
Designation & Grade
:
NILL

7

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.
8
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 transparent 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.

9
Special Requirement

📌 Call Centre Manager – Sales (Chennai)
🏢 Muthoot Fincorp
📍 Chennai