Unit Manager – Inbound Channel

17 hours ago

Secunderabad Telangana, 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 resume staffiaa com Connect 63636090569 Akshatha JHR TeamStaffiaa 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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