CEC Team Coach
3 weeks ago
CEC Team Coach - Correspondence - Retail Liabilities
Job Role :
The Team Coach (CCU) and Social Media team is responsible for handling a team of Email / Chat / Socialmedia from RL, CC and RA business.
One on One call listening / Email Audit / Social Media resonses audit and feedback.
Reresher training to enhance the skills.
Drive team's performance by sharing the feedback with the bottom performers on a daily basis.
Ensure strict adherence to the internal control & monitoring processes for ensuring timeliness, quality and standards as per the bank requirements.
Responsible to provide the training to new candidates and refresher training to enhance the performance of old agents.
Manage the day to day operations of the team.
Monitor the activities to ensure all service levels committed are met and exceeded.
Publish the daily report to TM and UM.
Job Description :
Graduate
Minimum 1 to 2 years of experience in customer service role on email support or calls.
Excellent communication skills - Verbal & Written
Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
Flexible to get scattered 8 Week Offs in a month with 9hours 30 minutes shift
Good listening skills and strong communication abilities.
Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers.
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