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Team Leader
3 weeks ago
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.
