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Team Leader - Contact Center - Bank - Gurugram

Team Leader - Contact Center - Bank - Gurugram

2 - 7 years

|

4 - 7 Lacs

New Delhi Gurugram Delhi / NCR

Posted:3 weeks ago| Platform:

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Skills Required

Customer Service Service Excellence Team Leading

Work Mode

Work from Office

Job Type

Full Time

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

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