Customer Service Team Lead

2 weeks ago


Noida, Uttar Pradesh, India Axis Bank Full time

About the Role

The Customer Service Team Lead role at Axis Bank is responsible for overseeing 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
  • 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

The ideal candidate should possess:

  • Key Qualifications
  • Graduate or Post graduate from a recognized institution
  • 5-8 years of relevant experience

About Axis Bank

Axis Bank is one of India's most trusted banks and the third-largest in the private sector. The bank has a young and engaged workforce of over 70,000 employees, with an average age of 30 years. At Axis Bank, customer centricity has always been the foundation of our business.



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