Call Centre Team Lead

About CAMS: Computer Age Management Services (CAMS) is the leading Mutual Fund Transfer Agency to the Indian Asset Management Companies servicing ~70% of the MF Industry AUM. CAMS is also a technology enabled service solutions partner to Private Life Insurance, Private Equity Funds, Software development / maintenance and Payments. The mutual fund business constitutes ~90% of the groups revenue.

Besides serving as a B2B solutions partner, CAMS brings a unique ability of B2C to serve the end customers through a variety of touch points such as pan India network of Service centers, Call center and Online Services. The company was incorporated in year 1988, has four back-office delivery centers in Chennai, Business Continuity Plan (BCP) site at Coimbatore and a Pan India network of 270+ customer service centers. CAMS is a listed company as on 1st October 2020.

Role & responsibilities

About CAMSRep: CAMS Repository Services Ltd (CAMSRep), a subsidiary of CAMS, is Licensed by Insurance Regulatory and Development Authority (IRDA) to act as an Insurance Repository. An Insurance Repository is a facility to help policy holders buy and keep insurance policies in electronic form, rather than as a paper document.

Website:

Scope:

The Lead Specialist - Voice Process is responsible for leading the voice team, ensuring high-quality customer service, managing escalations, reviewing call scripts, training new entrants, and guiding team members. The role involves handling inbound and outbound calls, monitoring performance, suggesting improvements, and ensuring client satisfaction. The individual in this role will work closely with the clients single point of contact (SPOC) to ensure smooth process management, quality standards, and continuous improvement.

Roles & Responsibilities:

Handle Inbound/Outbound Calls:

• Manage inbound and outbound calls to ensure customer satisfaction and smooth communication flow.
• Address customer queries, provide solutions, and ensure a professional tone and clarity in communication.

Objection Handling / Escalation Handling:

• Effectively manage objections raised by customers and resolve escalated issues promptly.
• Ensure customer concerns are addressed with empathy, professionalism, and a resolution-focused approach.

Review and Analyse Call Dispositions:

• Analyse call dispositions to identify areas for improvement and enhance customer experience.
• Provide feedback to team members to ensure continuous growth and improvement.

Review and Improvise Call Scripts:

• Review call scripts regularly to ensure they are up to date and reflect the current process and customer needs.
• Suggest changes or improvements to scripts based on feedback and evolving business requirements.

Analyse Trends for Suggesting/Making Calling Strategy:

• Analyse trends and data to create or suggest strategies to improve call handling processes and increase effectiveness.
• Make recommendations for process improvements based on customer feedback and call data analysis.

Train & Guide New Entrants on the Process:

• Train new team members on company processes, communication standards, and customer interaction techniques.
• Provide ongoing support and guidance to ensure new hires are well-equipped to succeed in their roles.

Engage with Client SPOC Process Management, Quality & Review:

• Collaborate with the clients Single Point of Contact (SPOC) for ongoing process management and quality assurance.
• Regularly review performance metrics and outcomes with the client and work on areas of improvement.

Core Competencies:

• Advanced Communication & Negotiation Skills: Ability to effectively communicate and negotiate with clients and customers.
• Strategic Thinking & Problem-Solving: Ability to make strategic decisions based on insights, trends, and data.

Preferred candidate profile

Any Graduate

5-10 years of experience.

Walk-in Interview

CAMS

158, Anna Salai

Rayala Towers

Chennai

Date: 25th Sept & 26th Sept 2025

Time: 10 am to 12.30 noon