Team leader Phone Banking Noida

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Key Responsibilities:

Managing a team of 15-20 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.
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
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.
Preparing analyzing and actioning out on team performance MIS Mentoring new team members Managing the development of team members
Managing performance of bottom quartile team members
Managing administrative and system activities for the team
Managing discipline on the production floor minimal absenteeism timely logins minimal shrinkage and leave management
Conducting appraisals as per company timelines and guidelines Conducting team briefings
Interviewing client service executives and effectively onboarding them.