Call Centre Manager

A

  Job Specification

1

Company Name

:

Muthoot Fincorp Limited

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Position / Designation

:

Call Center Manager 

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Grade

:

4

Employment Type

:

All Employment Type

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Reporting to – 

Designation & Grade

:

NA

6

No. of Reportees,

Designation & Grade

:

 NILL

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Main Tasks & Areas of Responsibility

:

The Call Center Manager is responsible for the day-to-day management and operations of the SULB call center. The role is tasked with ensuring that customer inquiries are handled effectively, team performance is optimized, and service levels are maintained in accordance with organizational standards.

8

Skills and Exposure

:

9

Special Requirements (If any)

:

Must have experience in Secured lending / unsecured lending business.

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Job Location / State

:

All States 

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Compensation Band

:

As per policy

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Entitlements

:

As per policy

13

Stake Holders

:

MFL Staff, Group Company Staf

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Career Progression

:

B

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Educational Qualification / Technical Certification

:

Any UG/PG or MBA

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Skill Sets

:

KEY SKILLS & BEHAVIOURAL ATTRIBUTES 

• Excellent communication, management, interpersonal and leadership skills required.
• Advanced conflict resolution skills required.
• Ability to work overtime as necessary to meet quotas and guide team.
• Behavioral Attributes- Driven and in alignment with our Purpose “Transforming the life of the common man by improving their financial well-being” and anchored by our core value of integrity, collaboration, and excellence. 

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Communication Skills

:

Excellent communication Skills – English language

fluency - both verbal and written

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Experience

:

 6+years of overall experience 

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Behavioral Competencies

:

Team work. Ability to work stretch/Multi-Tasking

Environment. Effective Communication ability at

different levels. Adaptable to complex Work environments& Organizational values. Task master

having a daily grind on Sales/revenue numbers

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Other Requirements (If any)

:

-

Educational Qualification – Bachelor’s degree in marketing, Business or Communications preferred.

Experience – 6+ years’ experience in telemarketing or an outbound call center environment