Phone Banking inbound Team Manager | Bangalore

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Key Responsibilities:

Managing a team of inbound Client Service Executives and 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,
Ensuring completion of all trainings assigned to the team,
Preparing, analyzing and actioning out on team performance MIS,
Managing discipline on the production floor - minimal absenteeism, timely logins, minimal shrinkage
Conducting team briefings,
Taking over escalations,
Managing administrative and system activities for the team,

Role Proficiencies:

Experience:
8 - 15 Years
Salary:
5 LPA - 9 LPA
Diversity Candidate:
No
Location:
Bengaluru
Address:
Bengaluru
Primary Skills:
Team Leading, BPO Banking process, Verbal and written Communication, Financial Knowledge, Administration and Management
Secondary Skills:
Quality Assurance, Adaptability, Communication Skills, Mentoring
Industry:
BFSI Fintech & Financial Services
Job Type:
Full time
Degree:
Graduate/Post-Graduate