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Customer Service Team Lead
1 month ago
About the Role
The Customer Service Team Lead - Voice is responsible for managing a team of service executives and ensuring total customer satisfaction on every interaction handled by the team.
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
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.
