Contact Center Manager

4 days 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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