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    Job · 15117184

    Tata Capital logo

    Manager - Product

    Tata Capital · Indore · onsite · Posted 51d ago

    Undisclosed4–5 yrsfulltimeSourced fromNaukri

    About a minute. You'll make an account on the way through.

    About this role

    Core Responsibilities:

  1. Review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues

  2. Handling Customer Queries & meeting Deadlines on daily basis records related to customer retention, also prepare plan for Audit

  3. Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience, Efficiently to gather complete information to access and fulfill customer need.

  4. Set up an In-house call center functions to deliver retention targets achieving financial objectives.

  5. Maintain and improve In-house call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

  6. Manage the daily running of the In-house call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations

  7. Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

  8. Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues and accordingly ensure all relevant communications and data are updated and recorded.

  9. Drive & review the call quality by monitoring random calls to improve quality, minimise errors and track operative performance.

  10. Forecast and analyze data against budget figures on a weekly or monthly basis to achieve the revenue targets with the team

  11. Perform customer negotiations and reach a fair conclusion from both business and customer perspectives

  12. Pitch for new business while making retention call

    Desired Experience: Minimum
  14. years in the field. Graduate : Yes, Masters/Postgraduate: Optional



    Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

    15. Sourced from naukri

    Skills

    Customer RetentioncrmAuditingManager Quality Assurancequality improvementUser acceptance testingMonitoringCustomer InteractionProcess ImprovementCall Center Operations

    About Tata Capital

    Tata Capital logo

    Tata Capital

    NBFC

    12.4k+

    employees

    2007

    19 years old

    Mumbai, Maharashtra

    India

    About

    Tata Capital operates in the financial services sector, offering a diverse range of solutions including commercial finance, personal loans, and wealth management.

    Industries

    NBFCFinancial Services

    Employee ratings

    5,719 reviews

    3.9/ 5

    Culture

    3.8

    Career growth

    3.4

    Work-life

    3.8

    Employees rate it well for

    Work Culture402Salary377Work Life Balance336Work Environment315Senior Management246

    Find them on

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    Manager - Product · waiting for your command