Inbound Call center Manager

Job Purpose

To oversee the daily operations of our call center, ensuring the highest standards of customer service across our diverse range of financial products and services.

Job Context & Major Challenges

Job Context/Job Challenges:Organizational Context:

ABC Digital has been incorporated as a wholly owned subsidiary of Aditya Birla Capital in 2023 to engage in distribution of Aditya Birla Capital products and providing services to customers, including web-based services, e-commerce, and payments facilities and allied activities.

ABC Digital is developing an omni-channel based D2C platform (website and app) to acquire new customers and serve them seamlessly. In addition, ABC Digital has started a virtual engagement management through inbound and outbound calling. Also, ABC Digital is engaged in cross-selling different ABC products to walk-in branch customers.

ABC Digital is collaborating with all ABCL subsidiaries to deliver a truly personalised and seamless omni-channel experience for both new and existing customers by building capacity and enhancing productivity through investments in talent, technology, marketing, and data and analytics.

Job Context:

As the Inbound Call Center Manager at ABCL, you will oversee the daily operations of our call center, ensuring the highest standards of customer service across our diverse range of financial products and services.

You will lead a team of customer service representatives, manage call center metrics, and implement strategies to enhance customer satisfaction and operational efficiency.

Your expertise will help streamline processes and enhance our ability to deliver accurate and timely financial insights across our varied business lines

Key Responsibilities:

Team Leadership: Supervise and motivate a team of inbound call center agents, fostering a culture of excellence and accountability.

Performance Management: Monitor call center performance metrics and implement strategies to achieve key performance indicators (KPIs) such as service levels, S2S, NPS, Abandoned rates, Shrinkage. Attrition.

Customer Experience: Enhance customer interactions by implementing best practices and ensuring a customer-first approach in all inbound communications.

Reporting and Analysis: Analyze reports on call center performance and customer feedback to identify trends and areas for improvement.

Process Improvement: Collaborate with Vendors / internal & external departments to streamline processes and improve the overall efficiency of call center operations.

Compliance: Ensure that all operations adhere to regulatory requirements and company policies.

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)KRA1Team Performance Management:Ensure that team members meet or exceed defined Inbound KPIs (e.g., SLs / NPS / S2S / call resolution rates, average handle time, customer satisfaction scores).

Conduct regular MBR / QBR / performance evaluations and provide constructive feedback to team members.

.KRA2Customer Satisfaction:Maintain NPS score (FY 25 Target of 70)

Implement strategies to improve customer experience and reduce complaint resolution time.KRA3Operational Efficiency:Optimize IVR to reduce wait times and improve service delivery.

Monitor and manage call volumes / shrinkage / attrition trends to ensure adequate staffing and resource allocation.KRA4TNQ (Training and Quality):Develop and execute a comprehensive training & quality program (SOPs / Lesson Plans to be followed)

Track and measure the effectiveness of training programs through performance metrics.KRA5AnalysisDaily / weekly and monthly reports on call center performance and present insights to senior management.

Analyze customer feedback and call data to identify trends and areas for improvement.KRA6Cross-Department CollaborationWork closely with other departments (e.g., sales, IT, and compliance) to resolve issues and enhance service delivery.

Facilitate communication between teams to promote a customer-centric approach across the organization.KRA7Continuous Improvement:Identify opportunities for process enhancements and implement best practices to improve operational effectiveness.

Stay updated on industry trends and technologies to ensure the call center remains competitive.

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