AxisPhone:Customer Service Team Lead

2 weeks ago

noida, India Axis Bank Full time

AxisPhone:Customer Service Team Lead - Voice

7 - 9 Years 1 Opening Noida

Role description

AxisPhone:Customer Service Team Lead - Non Voice

INTERNAL USAGE:

No. of Vacancies:

Reports to:

AxisPhone:Service Head - Voice

Is a Team leader?

Yes

Team Size:

15-20

Grade:

Manager/Senior Manager

Business:

Retail Operations

Department: �

Axis Phone

Sub - Department:

Axis Phone

Location:

Mumbai/Chennai

About Axis Phones

Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

About the Role

The role manages a team of service executives and coach to ensure total customer satisfaction on every interaction handled by the team and curb any escalations.

Key Responsibilities

�Managing a team of 15-20 inbound Client Service Executives and 1 Client Service Coach,

�Ensuring total customer satisfaction on every interaction handled by the team and curb escalations,

�Managing key performance indicators for the team like average handling time, adherence, client experience metrics, sales, quality, digital migration, etc.

�Providing timely resolution and customer communication on escalated cases,

�Ensuring process efficiency by achieving nil defects and quality targets for the team,

�Motivating and developing team members to meet & exceed unit targets on service, sales, and client experience parameters,

�Managing referrals and request closure within timelines,

�Ensuring timely acknowledgement & feedback / coaching on quality, defects, detractors, etc.,

�Conducting timely evaluations and provide developmental feedback to the team,

�Ensuring completion of all trainings assigned to the team,

�Taking over escalations,

�Adhering to compliance and information security requirements on service and sales,

�Preparing, analyzing and actioning out on team performance MIS,

�Mentoring new team members,

�Managing the development of team members,

�Managing performance of bottom quartile team members,

�Managing administrative and system activities for the team,

�Managing discipline on the production floor - minimal absenteeism, timely logins, minimal shrinkage and leave management,

�Conducting appraisals as per company timelines and guidelines,

�Conducting team briefings,

�Interviewing client service executives and effectively onboarding them

Qualifications

Optimal qualification for success on the job is:

� Graduate or Post graduate from a recognized institution

� 5-8 years of relevant experience

Role Proficiencies:

For successful execution of the job, a candidate should possess the following:

- Strong written communication skills,

- Analytical thinking,

- Coaching & mentoring skills,

- People management,

- Stakeholder management,

- Strong problem solving skills,

- Detail orientation,

- Proficiency in MS Office,

- Excellent product and process knowledge

Shift:

- Should be open to shifts (24X7) as per current shift structure of the inbound channel

About Axis

Incorporated in 1994, Axis Bank is one of India�s most trusted banks & the third largest in the private sector. At Axis Bank, customer centricity has always been the foundation of our business. Our efforts to address the requirements of a diverse customer cross-section are powered by robust infrastructure, advanced technology, a comprehensive monitoring & control framework & a large talent pool.

The Bank has a young & engaged workforce of over 70,000 employees, with an average age of 30 years. We are an equal opportunity employer & believe in empowering our employees by offering rich roles, learning opportunities & flexibility to chart their career, their way.

Skills

Refer to the Job Description

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