About the role
JobTitle: Call Center Lead
Company
Credila Financial Services Limited
Location
Delhi
Department
Customer Service
Travel
None
CompanyProfile
Credila Financial Services Limited
JobDescription
The Call Center Lead will manage day-to-day inbound customer service operations and ensure a consistently high standard of customer experience. The role is accountable for team productivity, service quality, query resolution, complaint and escalation management, process adherence, and continuous improvement.
This is a hands-on leadership role requiring close coordination with internal teams to drive timely and effective resolution of customer requests while building a disciplined, customer-centric contact center culture. Knowledge of BFSI sector is welcome.
Key roles andresponsibilities
üLead daily inbound call center operations and ensure customer queries are addressed promptly, accurately, and professionally.
üMonitor call queues, team availability, waiting time, and service levels; take corrective action during peak-volume periods.
üDrive end-to-end ownership of customer interactions, including follow-ups and coordination with resolution teams.
üMonitor team performance across customer satisfaction, quality, productivity, call-handling efficiency, and service-level indicators.
üConduct periodic performance reviews, call observations, coaching, and feedback sessions.
üEnsure consistent communication quality, accurate guidance, appropriate call control, and professional customer handling.
üUse operational data and customer feedback to identify improvement opportunities and implement corrective actions.
üDrive timely handling of grievances and escalations received from customers, senior management, or other service channels.
üCoordinate with backend, operations, collections, finance, technology, and other relevant teams for effective resolution.
üHighlight recurring escalations, process gaps, system issues, and customer pain points to management with recommended actions.
üLead, guide, and support call center team members to achieve defined customer service and productivity objectives.
üPlan staffing and roster coverage to maintain optimum availability across operating hours and high-volume periods.
üSupport onboarding, training, coaching, engagement, and retention of team members.
üEnsure adherence to approved SOPs, scripts, authentication requirements, and customer service processes.
üEnsure compliance with applicable risk controls, fraud-prevention practices, customer-data confidentiality, and information-security requirements.
üMaintain proper records, call dispositions, audit trails, and process discipline across customer interactions.
üIdentify opportunities for call reduction, process simplification, automation, and customer self-service adoption.