Team Leader-Service Recovery

Job Requirements Role/ Job Title: Team Leader-Service Recovery Business: Customer Experience Function/ Department: Function/ Department Roles & Responsibilities '- Handling team of officers for outcalling customers who have rated as detractors and understand concerns raised Ensure team does correct selection of analysis in the system basis customer verbiage Monitoring Query/Request/Complaints raised in banks CRM system of actionable arising out of the close looping calling Assist team members to provide End to End resolution to customer of actionable if any. Evaluate calls of team and provide constructive feedback and areas of improvements Monitor team members Scorecard and ensuring team delivers as per parameters Secondary Responsibilities 'Other Adhoc related actives pertaining to Surveys Key Success Metrics 'Teams Scorecard parameters of Productivity (Closed tickets on cloudcherry), SQ Adherence, SR - Closure within TAT, Talk time. Show more Show less