Call Centre Manager

BEST MONEY GOLD PVT. LTD.

JOB DESCRIPTION CALL CENTRE MANAGER

Position: Call Centre Manager

Department: Customer Relationship / Operations

Experience: 4-8 Years

Work Location: Chennai, Villupuram & Madurai

Employment Type: Full-Time

Job Summary

We are looking for an experienced Call Centre Manager with a strong background in financial products, financial services, and customer relationship management. The candidate will be responsible for managing call centre operations, leading the telecalling team, improving customer engagement, monitoring performance, and driving business growth through effective customer communication.

Roles & Responsibilities

1. Manage and supervise daily call centre operations and ensure smooth workflow.
2. Lead, motivate, and monitor the performance of telecalling executives and team leaders.
3. Handle customer enquiries related to financial products, gold loans, gold buying services, and other financial services.
4. Develop calling strategies to generate leads, improve customer conversions, and achieve business targets.
5. Monitor daily call reports, team productivity, call quality, and customer follow-ups.
6. Train team members on product knowledge, communication skills, and customer handling.
7. Ensure proper lead management and timely follow-up with potential customers.
8. Handle escalated customer complaints and ensure customer satisfaction.
9. Coordinate with branch managers and sales teams to improve business performance.
10. Prepare daily, weekly, and monthly performance reports for management.
11. Maintain call centre discipline, process compliance, and service quality standards.

Required Skills & Qualifications

• 4-8 years of experience in Call Centre / BPO / Telecalling Management.
• Strong experience in financial products, banking, NBFC, gold loans, or financial services is preferred.
• Proven experience in managing and leading a calling team.
• Excellent communication, leadership, and team management skills.
• Strong knowledge of CRM tools, Excel, MIS reports, and lead management systems.
• Ability to achieve business targets and improve team productivity.
• Strong customer relationship and problem-solving skills.
• Ability to analyse call centre performance and implement improvement strategies.

Preferred Industry Experience

• Banking & Financial Services
• NBFC
• Gold Loan Companies
• Financial Product Sales
• Customer Relationship Management
• BPO / Call Centre Operations

Key Performance Indicators (KPIs)

• Lead Conversion Rate
• Daily Calling Productivity
• Customer Follow-up Efficiency
• Team Target Achievement
• Call Quality & Customer Satisfaction
• Overall Team Performance