Description
10156

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 o

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