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Tier-1 brand, mid-level generalist retention role in Mumbai with broad call-center requirements.
Call-center operations and retention skills transferable across industries but BFSI knowledge moderately matters.
Explicit 4-5 years and graduate requirement but no specialized certifications, making filters moderately strict.
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Manage and improve in-house call center operations focused on customer retention and achieving financial targets.
Develop and implement quality assurance strategies, monitoring system performance and resolving escalated issues related to customer experience and retention.
Forecast and analyze performance data versus budget, handle customer negotiations, and pitch new business during retention calls.
Minimum 4-5 years of relevant experience in customer retention or call center management.
Graduate degree required; Masters/Postgraduate is optional.
Experience in setting up and managing in-house call center functions and operations.
Work Experience Required: Minimum 4-5 years relevant experience.
Experienced in call center strategy, operations, and quality assurance within customer retention domain.
Ability to drive data-driven decisions through forecasting, budget analysis, and performance monitoring.
Capable of managing cross-functional communication with supervisors, team leaders, and third parties to resolve escalated issues efficiently.