Customer Service Supervisor

Job Title - Supervisor Welcome Calling Desk

Business Unit - Unsecured Lending

Company - Muthoot Finance Ltd.

Reporting To - Service Desk Manager

Role Purpose

The Supervisor – Welcome Calling Desk is responsible for managing the day-to-day operations of the Welcome Calling team for the Unsecured Lending business. The role ensures timely and accurate welcome calls to newly onboarded customers, validation of customer and loan details, customer education on loan terms, and delivery of a positive onboarding experience while managing a team of 10–15 welcome calling agents.

Key Responsibilities

1. Welcome Calling Operations

• Supervise daily welcome calling activities for newly disbursed customers
• Ensure welcome calls are completed within defined TATs
• Monitor proper customer verification and confirmation of:
• Loan amount
• EMI details
• Tenure and repayment terms
• Customer consent and understanding
• Ensure customers are informed about repayment channels, customer care support, and grievance redressal process

2. Team Management & Floor Supervision

• Manage a team of 10–15 welcome calling agents
• Conduct daily floor huddles, briefing sessions, and productivity reviews
• Monitor attendance, shift adherence, and discipline
• Ensure proper workload allocation and queue management

3. Quality & Compliance Monitoring

• Ensure agents follow approved welcome calling scripts and compliance guidelines
• Prevent incorrect communication and mis-selling risks
• Monitor calls for accuracy, professionalism, and customer experience
• Ensure mandatory disclosures and confirmations are completed during calls

4. Customer Experience Management

• Ensure smooth onboarding experience for customers
• Address customer concerns raised during welcome calls
• Escalate customer grievances or discrepancies to relevant teams for resolution

5. Productivity & Performance Management

• Monitor operational KPIs including:
• Welcome call completion percentage
• Productivity per agent
• Quality scores
• TAT adherence
• Identify performance gaps and implement corrective actions

6. Coaching & Team Development

• Provide regular coaching and feedback to agents
• Coordinate with Training and Quality teams for refresher sessions
• Support skill enhancement and behavioural development of team members

7. MIS & Reporting

• Maintain and share daily MIS on:
• Calls completed
• Pending cases
• Productivity
• Escalations and discrepancies
• Highlight operational risks and improvement areas to management

8. Cross-Functional Coordination

• Coordinate with:
• Sales Team
• Operations Team
• Complaint Desk
• Quality & Training Team
• Ensure smooth closure of onboarding-related issues

Key Skills & Competencies

• Strong team supervision and floor management skills
• Good customer handling and communication ability
• Understanding of unsecured lending products and onboarding process
• Knowledge of call center operations and compliance requirements
• Strong monitoring and reporting capability
• Customer-focused and detail-oriented approach

Experience & Qualifications

• 3–6 years of experience in call center or customer service operations
• Minimum 1–2 years in team handling or supervisory role
• Experience in BFSI / NBFC / Banking preferred
• Graduate mandatory