JobTitle: Call Center Lead

Company

Credila Financial Services Limited

Location

Delhi

Department

Customer Service

Travel

None

CompanyProfile

Credila Financial Services Limited

JobDescription

The Call Center Lead will manage day-to-day inbound customer service operations and ensure a consistently high standard of customer experience. The role is accountable for team productivity, service quality, query resolution, complaint and escalation management, process adherence, and continuous improvement.

This is a hands-on leadership role requiring close coordination with internal teams to drive timely and effective resolution of customer requests while building a disciplined, customer-centric contact center culture. Knowledge of BFSI sector is welcome.

Key roles andresponsibilities

ü Lead daily inbound call center operations and ensure customer queries are addressed promptly, accurately, and professionally.

ü Monitor call queues, team availability, waiting time, and service levels; take corrective action during peak-volume periods.

ü Drive end-to-end ownership of customer interactions, including follow-ups and coordination with resolution teams.

ü Monitor team performance across customer satisfaction, quality, productivity, call-handling efficiency, and service-level indicators.

ü Conduct periodic performance reviews, call observations, coaching, and feedback sessions.

ü Ensure consistent communication quality, accurate guidance,



appropriate call control, and skilled customer handling.

ü Use operational data and customer feedback to identify improvement opportunities and implement corrective actions.

ü Drive timely handling of grievances and escalations received from customers, senior management, or other service channels.

ü Coordinate with backend, operations, collections, finance, technology, and other relevant teams for effective resolution.

ü Highlight recurring escalations, process gaps, system issues, and customer pain points to management with recommended actions.

ü Lead, guide, and support call center team members to achieve defined customer service and productivity objectives.

ü Plan staffing and roster coverage to maintain optimum availability across operating hours and high-volume periods.

ü Support onboarding, training, coaching, engagement, and retention of team members.

ü Ensure adherence to approved SOPs, scripts, authentication requirements, and customer service processes.

ü Ensure compliance with applicable risk controls, fraud-prevention practices, customer-data confidentiality, and information-security requirements.

ü Maintain proper records, call dispositions, audit trails, and process discipline across customer interactions.

ü Identify opportunities for call reduction, process simplification, automation, and customer self-service adoption.

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