Sahayog Multistate Credit Cooperative Society Ltd
Website:
sahayogmultistate.com
Job details:
Company Description Sahayog Multistate Credit Cooperative Society Ltd. provides accessible financial services to rural communities, with a strong focus on middle and lower-middle income groups, women, farmers, and other underserved members. With 250+ branches across multiple states, including Maharashtra, Karnataka, Madhya Pradesh, Uttarakhand, Chandigarh, Himachal Pradesh, Puducherry, and Jammu & Kashmir, the society emphasizes the security of deposits and transparent financial guidance. Its mission is to drive economic and social development through practical financial solutions such as loans and member-centric schemes. Guided by the motto “Where man is worth more than money,” Sahayog works to make financial services convenient, inclusive, and impactful. The society continues to grow on the strength of trust from its members, account holders, agents, and employees, contributing to a brighter financial future for its communities.
Role Description The Operations Manager – Call Center Unit will oversee the day-to-day functioning of the call center, ensuring efficient handling of member inquiries, service requests, and issue resolution. This full-time, on-site role based in Gondia includes monitoring call volumes, setting performance targets, and implementing standard operating procedures to maintain high service quality and compliance with organizational policies. The role involves leading and mentoring call center teams, scheduling shifts, conducting performance reviews, and organizing training to improve communication and product knowledge. The Operations Manager will collaborate with branch and head office stakeholders to streamline processes, report operational metrics, and identify opportunities to enhance member experience. The position also requires managing escalation cases, maintaining accurate records, and ensuring that technology and systems used by the call center are functioning effectively.
Key Skills Required
Operations Management
Six Sigma Initiatives
Revenue Augmentation
Client Relationship Management
Stakeholder Engagement
Employee Retention
Training & Development and People Management
Qualifications
- Proven experience in call center operations management, preferably in financial services or cooperative banking.
- Strong skills in team leadership, people management, and performance coaching.
- Competence in process optimization, workflow planning, and quality assurance for customer service operations.
- Excellent communication skills, including clear verbal information delivery and professional written reporting.
- Ability to analyze call center metrics, prepare operational reports, and make data-driven decisions.
- Comfort with call center software, CRM tools, and basic MS Office applications (Excel, Word, PowerPoint).
- Knowledge of retail financial products, cooperative society operations, and member service standards is an advantage.
- Bachelor’s degree in Business Administration, Commerce, Management, or a related field; advanced qualifications are an added benefit.
- Strong problem-solving skills, attention to detail, and the ability to handle escalations calmly and fairly.
- Fluency in local languages and Hindi; working knowledge of English is preferred.
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