Senior Manager - Customer Service
HDFC Credila Financial Services · Delhi · onsite · Posted 1d ago
Undisclosed3–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Title
Job Summary
Responsibilities
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.
Call Center Lead
Location Delhi
Job Summary
The Call Center Lead will manage day-to-day inbound customer service operations and ensure a consistently high standard of customer experience. The role is accountable for team productivity, service quality, query resolution, complaint and escalation management, process adherence, and continuous improvement.
This is a hands-on leadership role requiring close coordination with internal teams to drive timely and effective resolution of customer requests while building a disciplined, customer-centric contact center culture. Knowledge of BFSI sector is welcome.
Responsibilities
- Lead daily inbound call center operations and ensure customer queries are addressed promptly, accurately, and professionally.
- Monitor call queues, team availability, waiting time, and service levels; take corrective action during peak-volume periods.
- Drive end-to-end ownership of customer interactions, including follow-ups and coordination with resolution teams.
- Monitor team performance across customer satisfaction, quality, productivity, call-handling efficiency, and service-level indicators.
- Conduct periodic performance reviews, call observations, coaching, and feedback sessions.
- Ensure consistent communication quality, accurate guidance, appropriate call control, and professional customer handling.
- Use operational data and customer feedback to identify improvement opportunities and implement corrective actions.
- Drive timely handling of grievances and escalations received from customers, senior management, or other service channels.
- Coordinate with backend, operations, collections, finance, technology, and other relevant teams for effective resolution.
- Highlight recurring escalations, process gaps, system issues, and customer pain points to management with recommended actions.
- Lead, guide, and support call center team members to achieve defined customer service and productivity objectives.
- Plan staffing and roster coverage to maintain optimum availability across operating hours and high-volume periods.
- Support onboarding, training, coaching, engagement, and retention of team members.
- Ensure adherence to approved SOPs, scripts, authentication requirements, and customer service processes.
- Ensure compliance with applicable risk controls, fraud-prevention practices, customer-data confidentiality, and information-security requirements.
- Maintain proper records, call dispositions, audit trails, and process discipline across customer interactions.
- Identify opportunities for call reduction, process simplification, automation, and customer self-service adoption.
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.
Sourced from naukri
Skills
Customer ServiceCustomer ExperienceAutomationcontact centercustomer feedbackbfsiCall CenterCustomer QueriesOnboardingoperationsFinancial ServicescomplianceinboundfinanceInbound Customer ServiceEscalation Management
About HDFC Credila Financial Services
HDFC Credila Financial Services
Financial Services
894
employees
2006
20 years old
Mumbai, Maharashtra
India
About
HDFC Credila provides tailored education loan solutions, helping students finance their studies in diverse courses across global institutions.
Industries
Financial Services
Employee ratings
281 reviews
3.6/ 5
Culture
3.4
Career growth
2.9
Work-life
3.3
Employees rate it well for
Work Culture25Salary22Work Environment21Work Life Balance19Job Security15
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