Phone Banking Team Manager | Noida

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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,
Adhering to compliance and information security requirements on service and sales,
Managing discipline on the production floor - minimal absenteeism, timely logins, minimal shrinkage and leave management,
Interviewing client service executives and effectively onboarding them
Preparing, analyzing and actioning out on team performance MIS,

Role Proficiencies:

Experience:
7 - 15 Years
Salary:
6 LPA - 13 LPA
Diversity Candidate:
Yes
Location:
Noida
Address:
Noida
Primary Skills:
Financial Knowledge, Customer Service, Team Handling, Team Management, Mentoring Skills
Secondary Skills:
Team working skills, Excellent Communication Skills
Industry:
BFSI Fintech & Financial Services
Job Type:
Full time
Degree:
Any Graduate