Deputy Manager Contact Center

4 weeks ago


Mumbai, India Kotak Mutual Fund Full time

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.



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