Contact Center Manager

Contact Centre Manager (Inbound) Customer Service

Role overview

We are hiring a Senior Manager for our financial services business to lead the inbound contact centre for customer service across all lending products and the full customer lifecycle. This role is accountable for end-to-end inbound call operations (in-house + outsourced), IVR/self-serve design, service quality, and complaint resolution for the call-centre channel.

What youll do

• Own daily inbound operations across a hybrid model (in-house + vendor) and deliver consistent customer experience through strong floor governance, productivity management, and issue resolution.
• Define and institutionalize SLAs and performance metrics from scratch, including service level/ASA, abandonment, AHT, FCR, CSAT, repeat contact rate, and quality scores; drive continuous improvements against benchmarks.
• Build capacity planning and WFM governance from scratch (forecasting, staffing plans, shrinkage/occupancy assumptions, roster adherence) to manage peaks and ensure accessibility.
• Own end-to-end vendor commercials and governance: SOW/SLAs, performance reviews, invoice validation, penalties/rewards, and periodic audits to ensure delivery and accountability.
• Own IVR design and call routing improvements (menus, skill-based routing, self-serve/deflection and containment) to reduce avoidable contacts and improve speed-to-answer.
• Own knowledge management and readiness: FAQs, call scripts, agent training calendar, refresher programs, and launch readiness for new product/process changes.
• Manage inbound collections-related queries and disputes (including escalations about collections conduct) within the inbound channel and coordinate with collections/outbound teams for closure where needed.
• Own complaint management end-to-end for the inbound channel (logging, investigation coordination, customer communication, closure) and ensure regulatory-aligned processes, privacy controls, call recording governance, and audit readiness.

What success looks like

• SLAs are clearly defined, tracked, and consistently met, with measurable improvements in ASA/service level and reduced abandonment and repeat contacts.
• Higher resolution quality (strong FCR) and improved customer satisfaction while maintaining productivity and cost efficiency (cost per contact/cost per resolution).
• Strong vendor performance with clean governance (accurate billing, transparent SLAs, effective corrective actions, and audit-ready documentation).

What were looking for

• Prior experience managing inbound contact centre operations in BFSI/fintech/NBFC environments, including hybrid setups and outsourced partner management.
• Strong command of inbound contact centre metrics and levers (service level/ASA, AHT, abandonment, FCR, quality, CSAT) and ability to run WFM and capacity planning.
• Strong stakeholder management and communication skills; comfortable working with Product, Tech, Operations, Risk, Compliance, and Collections.