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V Konnect
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Unit Manager (Contact Centre)

Unit Manager (Contact Centre)

V Konnect

3 - 8 years

6 - 11 Lacs

Mumbai Maharashtra India

Posted:3 days ago| Platform: Foundit logo

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Skills Required

Customer Interaction Escalation Management People Management Stakeholder Management Compliance

Work Mode

On-site

Job Type

Full Time

Job Description

Role & Responsibilities

Customer Interaction & Escalation Management:

Attend escalations and ensure quick resolution.
Interact with customers for feedback on GIB products, services, and responsiveness of officers.

People Management:

Evaluate productivity of all officers/team members on predefined parameters.
Provide feedback on productivity and quality.
Drive reward and recognition programs to motivate the team.
Regularly train team on processes, products, and soft skills.
Highlight top and bottom performers through MIS reports.
Guide the team on exception scenarios.
Ensure adherence to bank PERSONALITY guidelines.
Liaise with internal stakeholders (NRI product team, NOC, NRI Program Team) for queries and escalations.
Distribute leads regularly among team members.
Monitor daily account numbers and funding values.
Keep senior management informed about team performance.
Train team members on new products, processes, and services.

Targets:

Achieve business targets for active accounts, CASA + FD book growth, and cross-selling of products.
Meet quality targets based on quality scores and customer feedback.

Stakeholder Management & Compliance:

Liaise with stakeholders on customer queries.
Participate in audits, compliance checks, product reviews, and management reviews.

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