Phone Banking Team Leader

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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
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 & Mentoring new team members,
Adhering to compliance and information security requirements on service and sales,
Preparing, analyzing and actioning out on team performance MIS,
Managing the development of team members,
Managing performance of bottom quartile team members,
Managing discipline on the production floor - minimal absenteeism, timely logins, minimal shrinkage and leave management,
Conducting appraisals as per company timelines and guidelines,
Interviewing client service executives and effectively onboarding them
Conducting team briefings,

Role Proficiencies:

Experience:
9 - 18 Years
Salary:
6 LPA - 17 LPA
Diversity Candidate:
No
Location:
Bengaluru
Address:
Bengaluru
Primary Skills:
Customer Service, Banking Knowledge, Leadership Abilities, Team Management, Training and Development
Secondary Skills:
Quality Assurance, Adaptability, Communication Skills
Industry:
BFSI Fintech & Financial Services
Job Type:
Full time
Degree:
Graduation/Post-Graduation

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