Bfsi Team Lead

Roles and responsibilities:

1. To manage a diverse team of CSA (15- 20 FTEs ) working on Inbound, managing the floor, adherence to schedule, Ownership and problem resolution.

2. Volume monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every email.

3.Work closely with the teams to achieve Qualitative targets specified by the Client

4. Compiling reports on team’s performance and customer feedback

5. Good knowledge on MS Office (Word, Excel, Power Point)

6. Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage, and motivate agents in a monotonous job environment.

7.Develop agent skill sets and manage personal development goals for the agents

8. Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness.

9. Need-based escalation of decisions and ensure proper follow-up of the same.

10. RCA of escalation case need to be shared within 2-4 hours.

11. Work jointly with quality team for improvement of quality scores and defect analysis.

12. Effective part of calibration along with quality and Client

13. Strong Communication Skills, Convincing ability, Mature, Self -motivated, Accessible, Analytical Skills, Focus on Quality, Target Oriented, Crisis and conflict management, Decision Making, Enthusiastic, High on Integrity, Receptive to feedback, Unbiased.

14. Communicating with client on day-to-day basis to give updates on the process.

15. Close interaction with the team and other departments within HSBC & stake holders

Domain / functional expertise areas:

1. Communication

2. Self-Driven

3. Learning ability

4. Good Communication

Critical competencies:

1. People Management

2. Excellent Communication Skills(English & Hindi)

3. Good Knowledge of MS office(Excel/Power Point/Word)

4. Manage Client Interaction

5. Work Force Management

Contact HR: Yamanur K- 9449900627

yamanurappa.kuri@telepeformancedibs.com