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General Manager

4 months ago

Pune, India Poonawalla Fincorp Full time

Job Description :


  • Develop objectives for the call center's day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures.
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments and senior management


Qualification, Experience & Skills :


  • Proven 10-15 yrs of experience as call center manager or similar position
  • Experience in customer service is required preferably in the BFSI domain
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • Minimum Bachelor degree required, with MBA as higher degree will be appreciated
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus