Job Description
– Contact Center Manager (Retail Assets)

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

Key Responsibilities
• Manage Inbound and Email Service operations.
• Monitor and improve Service Level, Average Handle Time (AHT), Abandonment Rate, Productivity, Quality, Automation and Customer Satisfaction.
• Drive service levels, productivity, quality, and customer satisfaction.
• Lead and develop customer service teams.
• Monitor MIS, KPIs, and operational performance.
• Collaborate with Operations, Collections, Credit, IT, and Business teams for resolution.

Experience:
Minimum 7 + years in Customer Service/Contact Center ( Calls and Email) Operations with at least 4 years in a managerial role. Preferred Industry: NBFC, FinTech, Retail Assets.
•

Skills:
Team Management, Customer Service, Complaint Handling, Stakeholder Management, Process Improvement, MIS & Analytics.

📌 Customer Service Manager (Mumbai)
🏢 Protium Finance
📍 Mumbai