Roles and Responsibilities :

- Manage a team of customer service representatives to ensure excellent customer relationships and high levels of customer satisfaction.
- Develop and implement effective strategies for retaining existing customers through personalized communication, issue resolution, and loyalty programs.
- Collaborate with internal stakeholders to identify opportunities for process improvements, product enhancements, and cost reductions that benefit both the company and its customers.
- Analyze performance metrics such as first call resolution rates, average handling times, and churn rates to optimize processes and drive business growth.

Job Requirements :

- 7-16 years of experience in BPO/Call Centre environment with expertise in managing teams focused on customer retention & acquisition.
- Proven track record of improving customer satisfaction ratings through creative solutions & continuous improvement initiatives.
- Strong understanding of CRM principles & practices with ability to leverage data insights for informed decision making.

📌 State Customer Care Manager (Ahmedabad)
🏢 Truhome Finance
📍 Ahmedabad