Key Responsibilities

- Manage and supervise daily call centre operations across NBFC and Jewellery business divisions.
- Lead, train, motivate, and monitor a team of telecallers, team leaders, and customer support executives.
- Handle inbound and outbound calling, customer enquiries, follow-ups, lead generation, and customer relationship management.
- Monitor team performance, productivity, call quality, conversion rates, and daily/monthly targets.
- Prepare and review daily, weekly, and monthly MIS reports and performance dashboards.
- Ensure proper customer grievance handling, escalation management, and timely resolution.
- Coordinate with branch teams, sales teams, operations, and management to improve business performance.
- Develop calling scripts, SOPs, quality standards, and process improvement strategies.
- Monitor attendance, discipline, staffing requirements, and overall team efficiency.
- Ensure customer communication follows company policies and applicable NBFC guidelines.




- Conduct regular performance reviews and provide coaching to improve team productivity.
- Report operational performance and key metrics directly to senior management.

Required Skills & Qualifications

- Any degree; MBA in Management or related fields will be an added advantage.
- 5–8 years of experience in Call Centre / Contact Centre Operations.
- Minimum 2–3 years of experience in a team leadership or managerial role.
- Experience in the NBFC, Banking, Gold Loan, Financial Services, or Jewellery sector is preferred.
- Strong team management, communication, problem-solving, and decision-making skills.
- Good knowledge of CRM tools, call monitoring systems, Excel, and MIS reporting.
- Ability to manage high-volume calling operations and achieve business targets.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits

- Versatile schedule
- Provident Fund

Work Location: In person

📌 Call Centre Team Manager (Madurai)
🏢 Muthalagu Finance
📍 Madurai