Role & responsibilities

- Manage day-to-day call centre operations and ensure achievement of service levels, productivity, and performance targets.

- Lead, coach, and motivate a team of customer service executives to achieve individual and team KPIs.

- Monitor calls, ensure quality standards, and drive continuous improvement in customer experience.

- Handle customer escalations and ensure timely resolution of complaints and service requests.

- Ensure compliance with BFSI policies, regulatory guidelines, data privacy requirements, and internal processes.

- Conduct regular team meetings, performance reviews, and training sessions.

- Coordinate with internal departments and clients to ensure smooth operations and timely resolution of issues.

- Prepare MIS reports and provide regular performance updates to management.

- Identify process gaps and implement corrective actions to improve operational efficiency.





Preferred candidate profile

- Graduate in any discipline; a degree in Finance, Commerce, or Management is preferred.

- 38 years of experience in call centre / customer service operations, preferably in BFSI.

- Prior experience in banking, NBFC, insurance, lending, collections, or financial services processes is desirable.

- Proven experience in team handling, performance management, and customer escalation management.

- Good communication, interpersonal, analytical, and problem-solving skills.

- Working knowledge of CRM tools, dialer systems, MS Excel, and MIS reporting.

- Robust understanding of customer service standards, process compliance, and data confidentiality.

📌 Call Centre Manager (Chennai)
🏢 aHOPE Solutions
📍 Chennai