Job Description
Credila Financial Services Limited is one of India’s largest education loan non-banking financial companies (NBFCs) offering education loans to Indian students. With an in-depth understanding of the higher education domain in India as well as overseas, Credila offers tailor-made education loan solutions that help enable students to be financially equipped to pursue their education at their dream university and country of study. Since inception, Credila has funded 178,000+ Indian students across 63 countries in 4,600 institutes Key roles and

responsibilities:
• Lead daily inbound call center operations and ensure customer queries are addressed promptly, accurately, and professionally.
• Monitor call queues, team availability, waiting time, and service levels; take corrective action during peak-volume periods.
• Drive end-to-end ownership of customer interactions, including follow-ups and coordination with resolution teams.
• Monitor team performance across customer satisfaction, quality, productivity, call-handling efficiency, and service-level indicators.
• Conduct periodic performance reviews, call observations, coaching, and feedback sessions.
• Ensure consistent communication quality, accurate guidance, appropriate call control, and qualified customer handling.
• Use operational data and customer feedback to identify improvement opportunities and implement corrective actions.




• Drive timely handling of grievances and escalations received from customers, senior management, or other service channels.
• Coordinate with backend, operations, collections, finance, technology, and other relevant teams for effective resolution.
• Highlight recurring escalations, process gaps, system issues, and customer pain points to management with recommended actions.
• Lead, guide, and support call center team members to achieve defined customer service and productivity objectives.
• Plan staffing and roster coverage to maintain optimum availability across operating hours and high-volume periods.
• Support onboarding, training, coaching, engagement, and retention of team members.
• Ensure adherence to approved SOPs, scripts, authentication requirements, and customer service processes.
• Ensure compliance with applicable risk controls, fraud-prevention practices, customer-data confidentiality, and information-security requirements.
• Maintain proper records, call dispositions, audit trails, and process discipline across customer interactions.
• Identify opportunities for call reduction, process simplification, automation, and customer self-service adoption. Qualifications & Experience
• Graduation Mandatory and PG preferably
• Excellent Communication Skills
• Close to 5-10 years of experience

📌 Senior Manager-Customer Service (India)
🏢 Credila Financial Services
📍 India