Team Leader - Contact Center - Bank - Gurugram

Job Description

Role & responsibilities Assists a team of 12-15 phone banking officers Extremely focused on Sales after Service” aspect Focusses on service quality and customer satisfaction by proactive escalation handling Handles end to end complaints management by ensuring timely closure of customer complaints Responsible for driving NPS from inbound interactions, monitor performance of the team members and strives for operational efficiency by keeping a track on call abandoned ratio, average handling time of each officer, repeat callers etc. Motivates the team towards generating revenue from various cross-selling products on each interaction. Conducts need based training programs to enhance the skill sets of the team and to keep them updated with company’s latest products and processes Prepares MIS (daily, weekly, monthly) to provide feedback to the top management