Contact Center Manager

3 hours ago

Mumbai, India Kotak Mutual Fund Full time

Job Title: Outbound Contact Center Manager


Position Overview:

We are seeking an experienced and dynamic Outbound Contact Center Manager to lead our team of customer service representatives. The ideal candidate will have a proven track record of managing outbound call center operations, driving performance metrics, and ensuring exceptional customer service.


Responsibilities:

  • Develop and implement outbound call center strategies to achieve sales targets and performance goals.
  • Lead, mentor, and coach a team of customer service representatives to deliver high-quality service and achieve individual and team targets.
  • Monitor team performance, conduct regular performance reviews, and provide constructive feedback to improve results.
  • Analyze call center data and reports to identify trends, areas for improvement, and opportunities for growth.
  • Implement and optimize call scripts, workflows, and processes to maximize efficiency and effectiveness.
  • Collaborate with other departments, such as Sales and Marketing, to align outbound campaigns with overall business objectives.
  • Ensure compliance with company policies, procedures, and industry regulations.
  • Manage day-to-day operations of the outbound contact center, including scheduling, staffing, and resource allocation.
  • Drive a culture of continuous improvement, innovation, and customer-centricity within the team.


Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field (or equivalent work experience).
  • Proven experience of 4 to 5 years of managing outbound call center operations, preferably in Mutual Fund Industry.
  • Experience in managing large Team
  • Strong leadership skills with the ability to motivate and inspire a team to achieve goals.
  • Excellent communication skills, both written and verbal.
  • Proficiency in call center software and CRM systems (e.g., Salesforce, Zendesk, etc.).
  • Ability to analyze data, generate insights, and make data-driven decisions.
  • Knowledge of industry best practices and trends in outbound customer service.
  • A track record of meeting or exceeding sales targets and KPIs.
  • Strong problem-solving skills and the ability to handle challenging situations with professionalism.


  • Note: The person will have to travel twice a week to Belapur to our Contact Center

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