Contact Centre Manager
Yubi stands for ubiquitous. But Yubi will also stand for transparency, collaboration, and the power of possibility.
From being a disruptor in India’s debt market to marching towards global corporate markets from one product to one holistic product suite with seven products
Yubi is the place to unleash potential. Freedom, not fear. Avenues, not roadblocks. Opportunity, not obstacles.
Job Description | CC Manager.
Who are we?
We at spocto are
developing a full stack collections platform that is powered by AI ML
capabilities, that is radically changing collections within the debt industry.
In March 2022, we
became India’s fastest fintech and most impactful start-up to join the unicorn
club with a Series B fundraising round of $137 million.
We already have
all the top Banks and NBFCs as our clients. We have offices in Mumbai, Chennai,
Bangalore and Dubai. We plan to expand our business across the EU, USA and SE
Asia over the next couple of years.
Job Title – CC Manager.
Reports to – DVP.
Location: Airoli – Navi Mumbai.
- Manage the day to
day performance of the Contact Centre Operations to deliver a best in class service,
meeting or exceeding all KPIs and within budget.
- Set the strategy
for the development of the contact centres, staying abreast of new practices
and technologies, ensuring that we gain and maintain recognition for the
quality of customer service.
- Lead, inspire and
co-ordinate the contact centre management team at all levels to create
motivated and engaged colleagues.
- Be responsible
for the end to end customer contact processes and their associated customer
experience, supporting cross company initiatives to drive improvements, improve
efficiency and reduce complaints.
- Responsible for
the recruitment, training, induction and coaching strategy across the contact
- Work closely with
HR, L&D and Training delivery teams. Taking responsibility for the ongoing
development all levels of contact centre colleagues.
- Reviewing and
defining clearly all contact centre roles, any required shift and candidate
profiles required across the contact centre operation
- Lead an effective
resource planning team, ensuring that resource is fully utilised and any
contact demand is effectively covered.
- Applying best
practise, develop continuous improvement plans and make recommendations based
upon the employee and customer insight.
- Act as the Voice
of the Customer, championing change and improvements across the customer
experience, drive change and influence future change/projects to support and
achieve improvements in the customer experience.
- Deliver cost
efficiencies and increased in Customer Satisfaction Scores.
Enhance the quality
of customer interactions, ensuring quality assurance, compliance, regulatory
and legal obligations are met across all interactions.
- Post Graduate /
Graduate from premier institute.
- 8-12 years’
experience in contact centre domain. Preferably from Fintech / BFSI / NBFC
- Proven experience
of leading a service driven contact centre operation with experience of
managing an operation through periods of significant growth or change.
communication and leadership skills to lead and motivate a growing and changing
service operation The ability to engage with directors and managers at all
levels across the wider business to achieve goals and objectives.
- Ability to
multitask and remain calm under pressure, especially during peak hours or
interpersonal, customer service, problem-solving, verbal and written
communication, and conflict resolution skills.
- Knowledge of
management principles and familiarity with company products, services, and
and leadership skills, ability to motivate employees.