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Team Leader - Contact Center - Bank

Team Leader - Contact Center - Bank

V Konnect

2 - 7 years

5 - 12 Lacs

gurgaon haryana india

Posted:2 days ago| Platform: Foundit logo

Apply

Skills Required

eam leadership phone banking operations sales after service complaint resolution nps improvement customer satisfaction

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview:

The Team Leader Phone Banking is responsible for supervising a team of Phone Banking Officers, ensuring high service quality, customer satisfaction, and driving revenue through sales after service. The role requires strong leadership, performance monitoring, complaint resolution, and training capabilities to enhance both operational efficiency and sales effectiveness.

Key Responsibilities:

Team Supervision & Performance Monitoring

Manage and lead a team of 1215 phone banking officers
Track individual and team performance through metrics such as call abandoned ratio, average handling time, and repeat callers
Drive operational efficiency and ensure quality in every customer interaction

Customer Service & Complaint Management

Handle end-to-end complaint resolution by ensuring timely closure and proactive escalation handling
Focus on enhancing customer satisfaction and service delivery standards
Monitor and improve Net Promoter Score (NPS) through quality inbound interactions

Sales After Service

Motivate and guide the team to identify sales opportunities during service calls
Drive cross-sell revenue by promoting suitable banking products in each interaction

Training & Development

Conduct need-based training programs to improve the team's product knowledge and communication skills
Keep the team updated with the bank's latest products, systems, and process changes

Reporting & MIS

Prepare daily, weekly, and monthly MIS reports to track performance and provide insights to senior management
Use data to make informed decisions for team improvements and operational planning

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Team Leader - Contact Center - Bank