Call Centre Supervisor

2 weeks ago

Mumbai, India Morpheus Human Consulting Full time

Reference Code:

- 481-16
- Job Title:
**Call Centre Supervisor - Housing Finance
- Mumbai**
- Category:

- Housing Finance
- Job Description:

- Our client is a non-banking finance company "NBFC" registered with the Reserve Bank of India as a systemically important non-deposit taking company. They provide structured term financing solutions to corporates, used and new Vehicle Financing for transporters, Home Finance through our wholly-owned subsidiary organization and loans to SME borrowers in India.
- Established as a strong player in the Corporate Lending and SME lending space, in 2017 we made our foray into the retail lending space - launching 2 products - Home Finance and Vehicle Finance. With established players already jostling for space in this segment, we had to be focused on increasing our retail footprint swiftly and surely.
- Being a part of this team gives you an opportunity to excel at what you do and provide solutions that make you an integral part of our growth story.
- Job Title: Call Centre Supervisor - Housing Finance
- Mumbai
- Job Responsibility:

- Hiring, training, coaching, and leading call centre representatives as they provide support for customers.
- Answering representatives’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trendsmand establishing call centre goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Authorizing replacements or refunds.
- Taking on other tasks or projects to support employees, other managers, and call centre operations.
- Key Skills:

- Mandatory:

- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.
- Polite, professional phone voice

Industry: Open
- Gender: Open
- Experience: 3-5 years work experience
- Job Location: Andheri, Mumbai
- Working Days: 5 days
- Qualification: Graduate
- Notice Period: Immediate to 30 days- About Morpheus Consulting:
- Recruitment is a people-focused business - our success and growth are reliant upon our people. Our team of 130 consultants based in Middle east, Asia and Africa offer a blend of international recruitment experience, coupled with a platform of local market and industry knowledge. Morpheus Consulting has its presence since 2007 and has established itself as a reputed recruitment specialist in its industry.-
- Location:

- Mumbai
- Required Experience:

- 3-5 yrs
- Positions:

- 1

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