Job Description :
Job Title: Customer Service Supervisor - Toll Free Desk
BU & Company: Unsecured Lending | Muthoot Finance Ltd.
Reporting To: Service Desk Manager
Role Purpose: Manages daily operations and a team of 10-15 inbound agents on the toll-free desk. Accountable for high service standards, prompt query resolution, team productivity, and optimal customer experience.
Key Responsibilities:
Floor Supervision: Manages 10-15 agents handling inbound calls. Drives daily huddles, real-time floor monitoring, agent availability, roster discipline, and call efficiency.
Operations & SLA: Ensures timely resolution of queries (loans, EMIs, statements, requests). Manages key call center KPIs: AHT, Service Level, abandonment rates, and First Call Resolution (FCR).
Escalations & Quality: Resolves escalated calls professionally. Coordinates with the Complaint Desk to close pending issues. Monitors calls to enforce approved script usage and compliance.
Coaching & Performance: Tracks agent-level productivity. Identifies skill gaps, provides regular feedback, and aligns with Training/Quality teams for refresher sessions.
MIS & Reporting: Generates daily reports on team productivity, attendance, call trends, and open escalations. Coordinates cross-functionally with Ops, IT, and Quality teams.
Requirements & Metrics:
Profile: 3-6 years in call center/customer service operations (Min 1-2 years in team handling). Graduate required BFSI/NBFC experience preferred. Strong escalation and floor management skills.
Success Metrics: SLA/Service Level adherence, high QA/CSAT scores, lowered AHT/abandonment, and controlled team attrition.
