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 18 Experience : 6+years of overall experience 19 Behavioral Competencies : Team work. Ability to work stretch/Multi-Tasking Environment. Effective Communication ability at different levels. Adaptable to complex Work environments& Organizational values. Task master having a daily grind on Sales/revenue numbers 20 Other Requirements (If any) : - Educational Qualification – Bachelor’s degree in marketing, Business or Communications preferred. Experience – 6+ years’ experience in telemarketing or an outbound call center environment