Call Centre Supervisor

Job Description:
Our client is a non-banking finance company "NBFC" registered with the Reserve Bank of India as a systemically important non-deposit taking company. They provide structured term financing solutions to corporates, used and new Vehicle Financing for transporters, Home Finance through our wholly-owned subsidiary organization and loans to SME borrowers in India.
Established as a strong player in the Corporate Lending and SME lending space, in 2017 we made our foray into the retail lending space – launching 2 products – Home Finance and Vehicle Finance. With established players already jostling for space in this segment, we had to be focused on increasing our retail footprint swiftly and surely.
Being a part of this team gives you an opportunity to excel at what you do and provide solutions that make you an integral part of our growth story.

Job Title: Call Centre Supervisor – Housing Finance- Mumbai

Job Responsibility:

Hiring, training, coaching, and leading call centre representatives as they provide support for customers.
Answering representatives’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trendsmand establishing call centre goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Authorizing replacements or refunds.
Taking on other tasks or projects to support employees, other managers, and call centre operations.