Unit Manager – Inbound Channel

5 days ago

Secunderabad, India STAFFIAA Full time

Job Title: Unit Manager – Inbound Channel Location: Secunderabad / Hyderabad CTC: Up to 12 LPA Experience Required: 4 – 8 Years (Minimum 2+ Years Team Handling in Contact Center / Inbound Process) Job Overview The Unit Manager – Inbound Channel will be responsible for leading and managing inbound customer service operations, including Inbound Voice, FRM (Fraud Risk Management), and Niyo dedicated processes. The role requires strong team management capabilities and a proven track record in contact center performance improvement and customer experience management. Key Responsibilities Manage end-to-end inbound channel operations and ensure achievement of service level targets. Lead a team of inbound executives, including training, performance monitoring, and coaching. Ensure compliance with operational guidelines, quality standards, and audit requirements. Manage escalations and implement corrective action plans to improve service performance. Monitor real-time floor operations, including call handling, AHT, schedule adherence, and productivity. Work closely with cross-functional teams for timely resolution of customer issues. Conduct periodical performance reviews and provide MIS and reports to stakeholders. Implement process improvements to enhance efficiency and customer experience. Skills & Competencies Strong knowledge of inbound customer service operations. Experience in managing a Fraud Risk Management process is preferred. Excellent communication, stakeholder management, and problem-solving skills. People leadership with ability to drive performance and motivation. Good analytical skills with experience in reporting and KPIs handling. Education Graduate in any discipline (MBA preferred but not mandatory) Industry Preference Banking, BPO, Contact Center, Financial Services, or Telecom Apply Now: Connect: Akshatha J                                                                                                                                                              HR Team                                                                                                                                                                  Staffiaa Services                                                                                                                                                                   About Company Welcome to Staffiaa – where your BFSI career aspirations meet limitless opportunities  Led by dynamic women entrepreneurs, we're more than just a recruitment platform – we're your dedicated partner in unlocking your full potential. With our innovative referral hiring model and AI-driven processes, we connect you with exclusive job opportunities tailored to your skills and aspirations. Join us in revolutionizing the BFSI industry and take the first step towards a fulfilling career today

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