– Contact Center Manager (Retail Assets)

Location: Goregaon Mumbai

We are looking for an experienced Contact Center Manager to lead customer service operations for Retail Asset products.

Key Responsibilities:
Manage Inbound and Email Service operations.
Monitor and improve Service Level, Average Handle Time (AHT), Abandonment Rate, Productivity, Quality, Automation and Customer Satisfaction.
Drive service levels, productivity, quality, and customer satisfaction.
Lead and develop customer service teams.
Monitor MIS, KPIs, and operational performance.
Collaborate with Operations, Collections, Credit, IT, and Business teams for resolution.

Experience: Minimum 7 + years in Customer Service/Contact Center ( Calls and Email) Operations with at least 4 years in a managerial role.

Preferred Industry: NBFC, FinTech, Retail Assets.
Skills: Team Management, Customer Service, Complaint Handling, Stakeholder Management, Process Improvement, MIS & Analytics.

📌 Customer Service Manager Mumbai (India)
🏢 Protium Finance
📍 India