Associate - Lead Management - Program - RFB - Mumbai - Lodha (I-Think Techno Campus) - JM

Manage in-house call center operations to meet sales, service, customer satisfaction, and financial goals.

Develop and implement call center strategies including resource planning, performance monitoring, and cross-selling methods to improve productivity.

Forecast and analyze data to achieve revenue targets, lead hiring and training initiatives, and coordinate across multiple teams to maintain quality and operational standards.

MBA in Marketing (Qualification)

Experience managing call center operations required: Not explicitly mentioned in the JD

Ability to manage call center technology and process improvement: implied through responsibilities but not explicitly stated as a requirement

Location: Mumbai (I-Think Techno Campus, Lodha) implied but not explicitly listed as mandatory

Experienced in leading and optimizing call center sales and service teams with a results-driven approach towards customer satisfaction and financial objectives.

Strong operational management skills including forecasting, resource planning, quality control, and stakeholder coordination across underwriting, sales, collections, and product teams.

Comfortable driving performance metrics such as conversion ratios, contactability, and average talk-time through data analysis and coaching.