Job Description

Job Description – Contact Center Manager (Retail Assets)

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Location: Goregaon Mumbai

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

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Key Responsibilities:

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- Manage Inbound and Email Service operations.
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- Monitor and improve Service Level, Average Handle Time (AHT), Abandonment Rate, Productivity, Quality, Automation and Customer Satisfaction.
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- Drive service levels, productivity, quality, and customer satisfaction.
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- Lead and develop customer service teams.
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- Monitor MIS, KPIs, and operational performance.
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- Collaborate with Operations, Collections, Credit, IT, and Business teams for resolution.
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Experience: Minimum 7 + years in Customer Service/Contact Center ( Calls and Email) Operations with at least 4 years in a managerial role.

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Preferred Industry: NBFC, FinTech, Retail Assets.

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- Skills: Team Management, Customer Service, Complaint Handling, Stakeholder Management, Process Improvement, MIS & Analytics.
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📌 Customer Service Manager (Mumbai)
🏢 Protium Finance
📍 Mumbai