Customer Service Manager

Protium Finance Limited · Mumbai, India

Job Description – Contact Center Manager (Retail Assets)

Location: Goregaon Mumbai

We are looking for an experienced Contact Center Manager to lead customer service operations for Retail Asset products.

Key Responsibilities:

• Manage Inbound and Email Service operations.
• Monitor and improve Service Level, Average Handle Time (AHT), Abandonment Rate, Productivity, Quality, Automation and Customer Satisfaction .
• Drive service levels, productivity, quality, and customer satisfaction.
• Lead and develop customer service teams.
• Monitor MIS, KPIs, and operational performance.
• Collaborate with Operations, Collections, Credit, IT, and Business teams for resolution.

Experience: Minimum 7 + years in Customer Service/Contact Center ( Calls and Email) Operations with at least 4 years in a managerial role.

Preferred Industry: NBFC, FinTech, Retail Assets.

• Skills: Team Management, Customer Service, Complaint Handling, Stakeholder Management, Process Improvement, MIS & Analytics.