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Core Responsibilities:
o Lead In-house call center functions to deliver sales and service propositions
which align with business strategies, achieving customer satisfaction and
financial objectives. In short, to manage core relationships with our call
centers.
o Manage the daily running of the call centre, including sourcing equipment,
effective resource planning and applying call centre strategies and operations
o Determine call centre operational strategies by conducting needs assessments,
performance reviews, capacity planning, and cost/benefit analyses; defining user
requirements; establishing technical specifications, and production,
productivity, quality, and customer-service standards; contributing information
and analysis to organisational strategic plans and reviews.
o Develop methods for cross-selling & upselling and improvising the existing
resources efficiently to improve the productivity.
o Develop call center systems by developing customer interaction and voice
response systems, and voice networks; designing user interfaces; developing and




executing user acceptance test plans; planning and controlling implementations.
o Maintain and improve call center operations by monitoring system performance;
identifying and resolving problems; preparing and completing action plans;
completing system audits and analyses; managing system and process improvement
and quality assurance programs; installing upgrades.
o Liaise with supervisors, team leaders, operatives and third parties to gather
information and resolve issues and accordingly ensure all relevant
communications and data are updated and recorded.
o Improve customer service quality results by managing stakeholders with the
underwriting, sales, collections and product teams to ensure the delivery of
quality calls
o Constantly drive customer satisfaction by gathering relevant information on
the customer base and upskilling the team on effective sales and product
deployment.
o Keep abreast of industry d

📌 Associate - Lead Management - Program - RFB - Mumbai - Lodha (I-Think Techno Campus) - JM (Thane)
🏢 Tata Capital
📍 Thane