Call Center Manager

Company Description Cholamandalam Investment and Finance Company Limited (Chola), part of the Murugappa Group and founded in 1978, has grown from an equipment financing firm into a leading comprehensive financial services provider. The company offers diverse products including vehicle finance, home loans, SME loans, home equity loans, loans against property, and consumer durable loans. With over 1,500 branches across India, AUM of more than Rs. 1.77 lakh crore, and a customer base exceeding 4.29 million, Chola provides strong national reach and scale. Its subsidiaries, including Cholamandalam Securities Limited, Cholamandalam Home Finance Limited, and Payswiff Technologies Private Limited, further strengthen its portfolio. Guided by integrity and responsibility, Chola focuses on sustainable growth and empowerment for customers, employees, shareholders, and communities.
Role Description This is a full-time, on-site Call Center Manager role based in the Pune Division. The Call Center Manager will oversee day-to-day operations of the call center, including workforce planning, shift scheduling, and performance monitoring to ensure service levels are met. Responsibilities include managing and coaching a team of agents, conducting regular reviews, providing feedback, and organizing training to enhance customer service quality. The role involves analyzing call center metrics and customer feedback, implementing process improvements, and coordinating with internal stakeholders to resolve escalations and operational issues. The Call Center Manager will also ensure compliance with company policies and regulatory guidelines, promote a customer-centric culture, and contribute to initiatives that drive customer satisfaction and operational efficiency.
Qualifications
Candidates should possess strong Contact Center Management and Team Management skills, with experience leading customer service or call center operations.
Candidates should possess solid Customer Satisfaction skills, including the ability to design and implement initiatives that improve service quality and customer experience.
Candidates should possess excellent Communication skills, with the ability to interact clearly and professionally with customers, team members, and leadership.
Candidates should possess strong Analytical Skills to interpret call center metrics, identify trends, and recommend data-driven process improvements.
Relevant experience in financial services or BFSI sector is beneficial, especially in managing high-volume customer interactions.
Bachelor’s degree in business, finance, management, or a related field is preferred, along with proficiency in call center technologies and reporting tools.
Demonstrated ability to work ethically, handle sensitive information responsibly, and adhere to organizational policies and regulatory requirements.

Work arrangement
No