Team Leader

10 hours ago

Navi Mumbai, India Yes Bank Full time

Team Leader ( Phone Banking )

Location :- Airoli ( Navi Mumbai )

BU - Contact Centre

SBU - Phone Banking

Functional Designation -Team Leader

Corporate Designation /Grade :- UP to Manager/sr. Manager

Job Responsibilities:

To manage day-to-day planning, operations and problem solving of team to meet required service level components, standards and targets

Ensure escalations and complaints from customers are resolved with urgency and kept at a minimum through regular coaching and feedback to team

Ensure all Contact Centre metrics are met as per agreed targets

Maintain and improve call centre operations by monitoring system performance, identifying and resolving problem; preparing and completing action plans; completing system audits and analysis

Manage system and process improvement and quality assurance program

Communicate performance and customer feedback and be a focal point of dissemination of information from management to team and vice-a-versa

Work with leaders within the organization to influence the focus on customer experience and coaching strategies

Lead the team meetings and other pulse sessions with the team members

Conduct effective resource planning to maximize the productivity of resources

Compliance: Ensure highest level customer confidentiality w.r.t. data, conversation, audit trails etc & adhere to all processes viz. security controls, password sharing policies etc with nil deviation from stated processes.

Qualifications, Experience & Skills:

Qualifications: Graduate or Post Graduate

Experience: years of experience in banking sector and relevant exp. in as a team leader ( Phone banking )

Should be flexible to work in rotational shifts and rotations scheduled offs

Computer Skill :

Excellent computer skills and proficient in Excel, Word, Outlook, power point, etc

Competencies for role with high proficiency:

Excellent communication, interpersonal skills with evidence of teamwork and collaboration

Data Management and Strong Analytical skills

Self-motivated, trouble shooting, problem solving and

Ability to work under pressure, strict deadlines and efficient multi-tasking

Multilingual skills will be an added advantage.

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