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CALL CENTRE MANAGER – SALES

Muthoot

5 - 10 years

Chennai

Posted: 27/06/2025

Job Description

Job Description


A

  Job Specification

1

Company Name

:

Muthoot Fincorp Limited

2

Position / Designation

:

Call Center Manager 

3

Grade

:


4

Employment Type

:

All Employment Type

5

Reporting to – 

Designation & Grade

:

NA

6

No. of Reportees,

Designation & Grade

:

 NILL

 

7

 

Main Tasks & Areas of Responsibility

:

The Call Center Manager is responsible for the day-to-day management and operations of the SULB call center. The role is tasked with ensuring that customer inquiries are handled effectively, team performance is optimized, and service levels are maintained in accordance with organizational standards.

8

Skills and Exposure

:

 

People Management

  • Recruit, train, coach, and supervise call center agents, team leaders, and support staff.
  • Foster a positive and productive work environment, promoting teamwork and accountability.
  • Develop and provide ongoing training to call center staff to enhance their skills and knowledge.

Quality Management

  • Establish clear performance metrics and KPIs for call center agents and the team as a whole.
  • Monitor, evaluate, and improve team performance to meet and exceed targets.
  • Implement and maintain quality assurance programs to ensure consistent, high-quality customer interactions.
  • Conduct call monitoring and provide feedback for performance improvement.
  • Allocate resources effectively, including staffing levels, schedules, and technology to meet call volume demands.

Optimize Operations

  • Develop and optimize call center processes and workflows for efficiency.
  • Ensure smooth call flow and consistent service delivery.
  • Oversee call center technology, including phone systems, CRM, and other software tools.
  • Identify opportunities for system improvements and upgrades.

Data, Compliance

  • Generate and analyze call center performance reports.
  • Identify trends, areas for improvement, and opportunities for efficiency.
  • Ensure that call center operations adhere to industry regulations and company policies.

9

Special Requirements (If any)

:

Must have experience in Secured lending / unsecured lending business.

Internal Stakeholders

External Stakeholders

  • Business
  • Product
  • Marketing
  • Customers
  • Referral Sources

10

Job Location / State

:

All States 

11

Compensation Band

:

As per policy

12

Entitlements

:

As per policy

13

Stake Holders

:

MFL Staff, Group Company Staf

14

Career Progression

:

 

B

 

15

Educational Qualification / Technical Certification

:

Any UG/PG or MBA

16

Skill Sets

:

KEY SKILLS & BEHAVIOURAL ATTRIBUTES 

  • Excellent communication, management, interpersonal and leadership skills required.
  • Advanced conflict resolution skills required.
  • Ability to work overtime as necessary to meet quotas and guide team.
  • Behavioral Attributes- Driven and in alignment with our Purpose “Transforming the life of the common man by improving their financial well-being” and anchored by our core value of integrity, collaboration, and excellence. 

 

17

Communication Skills

:

Excellent communication Skills – English language

fluency - both verbal and written

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Experience

:

 6+years of overall experience 

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About Company

Muthoot Finance Ltd. is India’s largest Non-Banking Financial Company (NBFC) specializing in gold loans. Headquartered in Kochi, Kerala, the company offers a wide range of financial services including personal loans, insurance, money transfer, forex, and microfinance. Its core business is providing instant loans against gold jewellery, primarily serving the unbanked and underserved population across urban and rural India. With over 6,000 branches and a strong presence in international markets like the UAE, USA, and UK, Muthoot Finance is known for its deep-rooted trust, operational scale, and strong commitment to financial inclusion. The company is publicly listed and regulated by the Reserve Bank of India.

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