Contact Centre Team Lead

2 weeks ago


Chennai, Tamil Nadu, India Wizaltia Hr Solutions Full time

Job Title: Team Manager - Banking Operations

Wizaltia Hr Solutions is seeking an experienced Team Manager to lead our Chennai Contact Centre specializing in Banking LOB. The ideal candidate should have a strong background in managing teams within a contact centre environment, specifically in phone banking or contact centres from leading banks such as HDFC, Citi, Kotak, Axis, Standard Chartered, ICICI, HSBC, Yes Bank, or IDFC.

Key Responsibilities:
1. Team Management: Manage and lead a team of 3 to 4 Team Leaders, ensuring the effective performance of the teams by providing guidance, support, and training. Monitor and drive the overall performance metrics and KPIs of the team leaders and their respective teams.
2. Sales Leadership: Drive sales initiatives and achieve targets within the contact centre. Implement sales strategies to improve the overall sales performance, ensuring the team is motivated and aligned with the sales goals of the organization.
3. Operational Excellence: Ensure the smooth operation of the contact centre, addressing any issues or challenges that arise. Collaborate with other departments to optimize processes and improve customer experience, maintaining high levels of customer satisfaction by ensuring that the team delivers quality service.
4. Communication: Maintain effective communication with team members, senior management, and clients. Ensure that the team is informed of any updates, changes, or new initiatives.

Qualifications:
Experience: At least 2 to 3 years of experience as a Team Manager in a contact centre or phone banking role within the specified banks (HDFC, Citi, Kotak, Axis, Standard Chartered, ICICI, HSBC, Yes Bank, or IDFC).
Sales Experience: Proven track record in driving sales within a contact centre environment.
Communication Skills: Excellent communication skills in both English and Hindi are mandatory.

Additional Requirements:
Strong leadership and team management skills. Ability to work in a fast-paced environment and handle multiple priorities. A proactive approach to problem-solving and decision-making.


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