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.
Valuable 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

Perks:
Versatile schedule
Provident Fund

Work Location: In person

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