Team Leader-Service Recovery

As a Team Leader-Service Recovery in the Customer Experience department, you will be responsible for managing a team of officers who reach out to customers identified as detractors to address their concerns effectively. Your primary duties will include overseeing the team's analysis of customer feedback, monitoring and addressing queries, requests, and complaints in the bank's CRM system, and assisting team members in providing end-to-end resolutions to customers. You will also be expected to evaluate team calls, offer constructive feedback for improvement, and ensure that the team meets performance parameters based on the Scorecard metrics. Additionally, you will be involved in handling adhoc activities related to surveys as part of your secondary responsibilities. The key success metrics for this role will include monitoring the team's Productivity, SQ Adherence, SR Closure within TAT, and Talk time to ensure efficient service delivery and customer satisfaction.,