Customer Support Manager

Company: Augmont Gold For All

Department: Customer Relationship Officer

Strong knowledge of Gold Loan product and operations is mandatory

Job Summary

We are seeking an experienced Customer Support Manager to lead and manage end-to-end customer support operations for Augmont Gold For All. The incumbent will be responsible for delivering an exceptional customer experience, driving operational excellence, managing inbound and outbound contact centre operations, enhancing service quality, and supporting business growth through effective lead management, customer retention, and continuous process improvement.

Key Responsibilities

Contact Centre Operations

* Manage day-to-day inbound and outbound contact centre operations.

* Ensure optimal workforce planning, staffing, and shift management.

* Monitor service levels, call queues, and operational performance.

* Ensure timely resolution of customer queries and escalations.

Customer Service Excellence

* Deliver superior customer experience across all customer touchpoints.

* Drive improvements in Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR).

* Handle complex customer complaints and implement corrective actions.

* Maintain high standards of service quality and customer satisfaction.

Lead Management & Sales Support

* Manage inbound sales enquiries and outbound lead follow-ups.

* Ensure timely allocation of leads to branches and sales teams.

* Monitor lead conversion and support telesales initiatives.

* Drive customer retention, renewals, and cross-selling opportunities.

Team Leadership

* Recruit, train, mentor, and develop customer support executives and team leaders.

* Define KPIs and performance goals for the team.

* Conduct regular coaching sessions, performance reviews, and engagement initiatives.

* Improve productivity while minimizing employee attrition.

Quality & Compliance

* Ensure adherence to RBI guidelines, NBFC regulations, and company policies.

* Conduct call quality audits and feedback sessions.

* Ensure compliance with customer authentication and data privacy standards.

* Maintain accurate operational documentation and records.

Process Improvement

* Identify operational bottlenecks and implement process improvements.

* Reduce Average Handling Time (AHT) while maintaining service quality.

* Improve turnaround time (TAT) and overall customer experience.

* Recommend automation and digital solutions to enhance operational efficiency.

MIS & Performance Reporting

* Prepare daily, weekly, and monthly operational reports.

* Analyze call volumes, productivity, service levels, and customer feedback.

* Monitor KPIs and present actionable insights to management.

* Track campaign performance and operational trends.

Technology & Vendor Management

* Coordinate with IT teams to optimize CRM, IVR, telephony, and ticketing systems.

* Manage relationships with outsourced contact centre partners.

* Support implementation and enhancement of customer service technologies.

Cross-Functional Collaboration

* Collaborate with Sales, Operations, Product, Marketing, Collections, Compliance, IT, and Branch teams.

* Support product launches and customer communication initiatives.

* Ensure seamless customer support across all business functions.

Required Skills

* Strong customer service and relationship management skills.

* Excellent leadership, coaching, and people management abilities.

* Outstanding verbal and written communication skills.

* Strong analytical, problem-solving, and decision-making capabilities.

* Experience in process improvement and SOP development.

* Proficiency in MS Excel; knowledge of Power BI or Tableau is an added advantage.

* Hands-on experience with CRM, IVR, telephony, and ticketing systems.

* Sound understanding of RBI regulations, NBFC operations, and customer service compliance.

* Strong stakeholder management and cross-functional coordination skills.

Qualification & Experience

* Bachelors degree in Business Administration, Management, or a related discipline (MBA preferred).

* 58 years of experience in Customer Support or Contact Centre Operations, preferably in Banking, NBFC, Gold Loan, or Financial Services.

* Proven track record of leading customer support teams and driving operational excellence.

Key Performance Indicators (KPIs)

* Customer Satisfaction (CSAT)

* Net Promoter Score (NPS)

* First Call Resolution (FCR)

* Average Handling Time (AHT)

* Service Level Agreement (SLA) Compliance

* Lead Conversion Rate

* Customer Retention Rate

* Team Productivity & Quality Score

* Employee Attrition Rate

* Complaint Resolution Turnaround Time (TAT)

Contact

Vasanth HR 9344250479

[email protected]