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Tier-1 BFSI, metro mid-level CRM/retention role with broad call-center responsibilities increases applicant competition.
Role favors BFSI call-center and retention experience, moderately limiting cross-industry transferability.
Explicit 4–5 year requirement plus domain-specific call-center experience makes shortlisting moderately strict.
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Oversee quality reports and team performance to address trends and resolve escalated issues related to customer retention.
Manage and improve in-house call center operations including system performance, resource planning, and quality assurance to meet retention targets and financial objectives.
Forecast and analyze data against budget to achieve revenue targets, conduct customer negotiations, and pitch new business during retention calls.
4-5 years of relevant work experience in customer retention or call center management.
Graduate degree mandatory; Masters/Postgraduate is optional.
Experience in handling customer queries, quality assurance processes, and call center operations management.
Not explicitly mentioned: Notice period or location requirements.
Experience managing or setting up in-house call center functions focused on retention and quality assurance.
Ability to analyze data for forecasting and budget alignment, with experience in driving revenue targets through customer engagement.
Strong operational focus with responsibility for implementing and improving call center systems, performance monitoring, and process improvements.