Job Details
Phone Banking - Team Leader
Position Title: Phone Banking - Team Leader
Job Description:
- The profile would entail handling a set of
(12-15) Phone banking officers and managing team performance
- Key deliverable of a Team Leader is ensuring
highest customer satisfaction through effective team management by -
- Maintaining FOCUS scores of the Team above a
minimum threshold placing emphasis on delightful customer experience
- Reducing the Average call handling time of
officers while ensuring minimal errors
- Providing regular feedback and coaching to the
officers to ensure effective service delivery
- Managing the following parameters for
effective daily operations management
- Ensuring team discipline and
adherence to schedule
- Escalation Management
- Information dissemination of
product or process changes
- Basis Customer satisfaction achieved through superior
service, enable cross-sell of identified products
- Provide constructive feedback and coach
Officers on a regular basis to facilitate performance improvement
- Identify team members? need for additional
training based on periodic reviews
- Identify and highlight potential areas of
process improvement to senior management
Skill Set:
- Team management skills: Effective
inter-personal relationship with sub-ordinates
- Delivery on targets and tasks assigned in a
time bound manner
- Skill to understand and analyze customer needs
- Ability to mentor or coach team members
- Collaborative in approach
- The profile would entail handling a set of
(12-15) Phone banking officers and managing team performance
Location:
Guwahati,Hyderabad,Thane
Min Exp (yrs):
4.00
Max Exp (yrs):
10.00
Recommend this job to a friend