Team Executive
- First Source
- 3 - 6 Years
- Gandhinagar
- 3 years ago
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Job Description
KEY ACCOUNTABILITIES/ RESPONSIBILITIES
- Leads a team of 12- 20 customer service associates and motivates them to achieve the team SLA.
- Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality
- parameters.
- Floor walks regularly for at least 5 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
- Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the calls taken by the associates and provides them feedback.
- Interacts with the quality team to seek feedback on the teams performance and team quality scores.
- Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
- Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary
- Devises strategies to minimize attrition & absenteeism.
- Organizes training program for the associates.
- Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
- Holds team briefing and de- briefings before and after each shift.
- Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members.
KNOWLEDGE AND SKILLS (ESSENTIAL)
- Able to speak, read and write in Hindi and English, and if required other regional languages.
(Hindi is mandatory)
- Banking Experience is mandatory
Knowledge of Bank's products & processes along with detailed knowledge of Bank products, their uniqueness, comparison to competitors etc. for the business verticals being handled by them.
- Experience of at least 3 years in a Contact Centre, or in direct selling/ telemarketing in the service industry (Fresh candidates CANNOT be considered
KEY ACCOUNTABILITIES/ RESPONSIBILITIES
- Leads a team of 12- 20 customer service associates and motivates them to achieve the team SLA.
- Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality
- parameters.
- Floor walks regularly for at least 5 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
- Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the calls taken by the associates and provides them feedback.
- Interacts with the quality team to seek feedback on the teams performance and team quality scores.
- Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
- Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary
- Devises strategies to minimize attrition & absenteeism.
- Organizes training program for the associates.
- Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
- Holds team briefing and de- briefings before and after each shift.
- Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members.
KNOWLEDGE AND SKILLS (ESSENTIAL)
- Able to speak, read and write in Hindi and English, and if required other regional languages.
(Hindi is mandatory)
- Banking Experience is mandatory
Knowledge of Bank's products & processes along with detailed knowledge of Bank products, their uniqueness, comparison to competitors etc. for the business verticals being handled by them.
- Experience of at least 3 years in a Contact Centre, or in direct selling/ telemarketing in the service industry (Fresh candidates CANNOT be considered
Employement Category:
Employement Type: Full timeIndustry: Full time
Functional Area: Recruitment
Role Category: Customer Service
Role/Responsibilies: Team Executive
Contact Details:
Company: First SourceLocation(s): Gandhinagar , India
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First Source
Firstsource is a leading provider of customised Business Process Management (BPM) services.We specialise in helping clients stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
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