The Premier Consultants ( Recruitment Company )
Website:
thepremierconsultants.com
Job details:
🚨 We’re Hiring | AVP – Customer Service | Gold Loan
📍 Location: Mumbai
💼 Experience: 8–12 Years
🏢 Industry: BFSI
We are looking for an experienced AVP – Customer Service professional to lead customer service and contact centre operations for the Gold Loan business.
🔹 Key Responsibilities:
• Manage a team of 40-45 direct telecallers handling lead generation, customer service & welcome calling
• Drive daily productivity, service levels, quality & overall team performance
• Set performance goals and ensure achievement of business & customer service objectives
• Conduct performance reviews, coaching, feedback & training
• Manage PAN India helpline operations including calls, emails, complaints, service requests & escalations
• Ensure timely resolution of customer queries, grievances & backend requests
• Develop, implement & regularly review SOPs for Contact Centre & Customer Service operations
• Establish clear roles, processes & escalation mechanisms
• Drive Gold Loan lead generation through existing & current customer segments
• Leverage contact centre operations for welcome calling and lead generation initiatives
📩 Interested candidates can share their updated CV at:
jaimin@thepremierconsultants.com
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