Assistant Team Leader : Inbound Process

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Key Responsibilities:

Coaching a team of inbound call agents along with the Supervisor,
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,
Managing client experience metrics and improving them through various interventions,
Ensuring process efficiency by achieving nil defects and meeting targets of call quality,
Identifying training needs of the team and developing team members via coaching, live barge-ins, feedback, training, etc.,
Ensuring completion of all trainings assigned,
Mentoring new team members,
Ensuring timely acknowledgement & feedback / coaching on call quality, defects, detractors, etc.,
Conducting timely call evaluations and provide developmental feedback to the team,
Managing performance of bottom quartile team members,
Taking over escalations real-time and managing call-backs, Conducting team briefings,
Adhering to compliance and information security requirements on service and sales

Role Proficiencies:

Graduate or Post graduate from a recognized institution
Minimum 4-5 years of relevant experience
Result orientation, Analytical thinking, Coaching skills, Stakeholder management, Strong problem solving skills, Attention to detail, Excellent product and process knowledge

Experience:
5 - 10 Years
Salary:
5 LPA - 9 LPA
Diversity Candidate:
No
Location:
Noida
Address:
Noida
Primary Skills:
Escalation Management, Team Management, Customer Service, Call Auditing, Shrinkage, Stakeholder Management
Secondary Skills:
Time management, Team working skills, Coaching Skills
Industry:
BFSI Fintech & Financial Services
Job Type:
Full time
Degree:
Any Graduate