Poonawalla Fincorp

1 week ago


Pune, Maharashtra, India Poonawalla Fincorp Limited Full time

Poonawalla Fincorp :

General Manager - Contact Description :

  • Developing objectives for the call center's day-to-day operations
  • Conducting efficient resource planning to enhance productivity of resources (people, technology etc.)
  • Analyzing call center statistics (costs, customer service metrics etc.)
  • Taking charge of budgeting and expense tracking
  • Recruiting, coaching, and providing training to staff to uphold high customer service standards
  • Supervising and enhancing ordering, telephone handling, and other processes
  • Assessing performance using key metrics (accuracy, call waiting time etc.)
  • Generating reports for various departments and senior management
Qualification, Experience & Skills:

  • 1015 years of proven experience as a call center manager or in a similar role
  • Customer service background essential, preferably in the BFSI sector
  • Knowledge of performance assessment and customer service metrics
  • Strong grasp of reporting and budgeting protocols
  • Familiarity with basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficiency in MS Office and call center tools/software
  • Outstanding communication and interpersonal abilities
  • Excellent organizational and leadership skills coupled with problem-solving prowess
  • Positive and patient attitude
  • Minimum requirement of a Bachelor's degree; an MBA or higher qualification is a plus
  • Certified Call Center Manager (e.g. CCCM) or similar certification considered advantageous

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