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FatakPay Digital - Assistant Manager - Customer Service

FatakPay Digital - Assistant Manager - Customer Service

FatakPay Digital Pvt. Ltd.Mumbai, India
2 days ago
Job description

Location : Andheri, Mumbai

Job Description :

  • As a Assistant manager / Operations Manager - Call Center, you will be responsible for supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness.
  • You will also ensure that technology is utilized to a maximum and that staff is well-organized and productive.

Key Responsibilities :

  • Maintain performance metrics and scorecards, including call handle time, call volume, time per call, and speed of answer.
  • Generate and allocate sales targets through various channels, including sales calls, callback emails, and chats.
  • Contribute to the development of key systems and processes, such as CRM and IVR, to enhance the efficiency of the Customer Operations team and the organization.
  • Respond to team questions, guide them through difficult calls or issues, defuse angry customers, and handle issues that team members cannot resolve.
  • Lead team meetings, ask questions to understand the calls representatives receive, educate and coach the team on processes and practices, and explain expectations.
  • Analyze team and individual statistics, prepare MIS reports, and develop and implement incentive programs to improve metrics while maintaining quality.
  • Provide customer service to inbound leads, including first contact resolution, answering inquiries and FAQs, addressing concerns, and recommending the best-fit products.
  • Organize shift patterns and determine the number of staff required to meet demand.

    • Key Requirements :

  • Bachelor's degree in Marketing, Business, or Communications; MBA preferred.
  • 7-9 years of experience in telemarketing or an outbound call center environment.
  • Previous experience in Digital Banking, NBFC, or Fin-Tech is required.
  • Excellent communication, management, interpersonal, and leadership skills, with strong problem-solving abilities.
  • Ability to work effectively in a fast-paced environment.
  • Proficiency in MS Office and call center equipment / software programs
  • Strong ability to manage cross-functional teams effectively

    • (ref : iimjobs.com)

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