Contact Center Manager - Digital Sales (Housing)

Manager - Contact Center - Housing - DS - Digital Sales - Bengaluru - J.P. Tech Park - MM

•    To manage and drive the customer care team; process and champion all customer service relevant projects/ initiatives.
Core Responsibilities:

•    Delivery of AOP Disbursement Numbers across Internal Programs by efficiently managing the Contact Centre Team in generating opportunities, following up with Sales team to disburse loans across campaigns, locations. 
•    Customer request/query/complaint management
o    Ensure rightful resolution of customer query and/or request within TAT/SLA
o    Drive process improvements to reduce complaints and increase customer delight
o    Coordinate and liaison across departments for resolution of complaints
•    Call center management
o    Monitor customer communication routed through Call center and review service quality of call center vendor
o    Conduct periodical updates with respect to policy and process changes with the Call Center
o    Efficiently manage / track all Contact Centre metrices to ensure the shop floor is managed with highest level of efficiency.
•    Manage communication/system changes having direct customer impact
o    Review system/portal changes having impact on customer and monitor and plan all system generated communication to customers 
o    Manage the operation delinquency voice process
•    Team Management 
o    Ensure manpower planning and team management
o    Provide training for the team members and provide process updates and ensure high motivation and engagement levels of team members
o    Drive customer centricity and sensitivity across the team
•    Build and facilitate business retention process 
•    Help resolve all audit queries and support business activities(With respect to Customer Communication)
•    Provide analysis of reports and records and maintain monthly customer service reports/MIS 
Graduate : Yes    Desired Experience: 5-110 years of experience in customer service/quality/retail assets 
Masters/Postgraduate: Optional    
Certifications: