Team Leader.Client Experience and Conduct-Customer Service

Mashreq Global Services

3 - 7 years

11 - 16 Lacs

bengaluru

Posted:Just now| Platform:

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Skills Required

automation team management operational excellence data security process improvement analytical customer experience customer service analytics reporting tools

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Team Management:
- Lead, motivate, and manage a team of email support agents.
- Allocate workload and monitor performance to ensure SLAs and KPIs are met.
- Conduct regular team meetings, coaching, and performance reviews.
Operational Excellence:
- Ensure all customer emails are responded to within defined timelines and quality standards.
- Monitor queues and prioritize tasks to maintain service efficiency.
- Implement best practices for email communication and tone consistency.
Quality & Compliance:
- Maintain compliance with Mashreq Bank policies, regulatory requirements, and data security standards.
- Conduct quality checks and audits on email responses to ensure accuracy and professionalism.
Customer Experience:
- Drive initiatives to enhance customer satisfaction and reduce response time.
- Handle escalated cases and resolve complex queries promptly.
Reporting & Analytics:
- Prepare daily, weekly, and monthly reports on team performance, SLA adherence, and productivity.
- Analyze trends and recommend process improvements.
Collaboration:
- Work closely with other support teams and departments to ensure seamless customer service.
- Liaise with IT and process improvement teams for automation and efficiency enhancements.

Key Skills & Competencies:

Strong leadership and people management skills.
Excellent written communication and email etiquette.
Ability to manage high-volume email queues effectively.
Analytical mindset with proficiency in MS Excel and reporting tools.
Knowledge of banking products and services (preferred).
Problem-solving and decision-making abilities.

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