- Job Summary The General Manager – Call Center will lead and manage the overall Call Center operations, including Customer Relationship Management (CRM), Tele Sales, Customer Service, Retention, Collections Coordination, and Quality Assurance. The role is responsible for driving business growth through telesales, improving customer experience, ensuring operational excellence, and maintaining regulatory compliance in line with RBI guidelines applicable to NBFCs.

Key Responsibilities Call Center Operations

- Lead end-to-end inbound and outbound call center operations.

- Develop strategies to improve customer satisfaction, service quality, and operational efficiency.
- Ensure adherence to SLAs, productivity targets, and quality standards.
- Manage workforce planning, scheduling, and resource optimization. CRM & Customer Experience
- Develop and implement CRM strategies to improve customer engagement and retention.
- Monitor customer journeys and identify opportunities for process improvements.
- Handle escalated customer complaints and ensure timely resolution.
- Drive customer satisfaction (CSAT),



Net Promoter Score (NPS), and First Call Resolution (FCR).

Tele Sales

Management

- Develop and execute telesales strategies to achieve business targets.
- Drive lead generation, conversion, cross-selling, and upselling initiatives.
- Monitor sales funnel, conversion ratios, and productivity metrics.
- Ensure achievement of revenue and business acquisition targets. Team Leadership
- Lead large teams including Managers, Team Leaders, QA, Trainers, MIS, and Executives.
- Recruit, coach, mentor, and develop high-performing teams.
- Define KPIs and conduct regular performance reviews.
- Drive employee engagement and retention initiatives. Process & Compliance
- Ensure compliance with RBI regulations, internal policies, and audit requirements.
- Monitor call quality, regulatory disclosures, and customer data privacy.
- Collaborate with Compliance, Risk, IT, and Operations teams.

Support internal and external audits

📌 General Manager CRM & Tale Sales Loan ( NBFC) (Jaipur)
🏢 Ladders UP HR Solutions LLP - Connecting Right Talent Since 2016
📍 Jaipur