Opportunity_Team Leader-Contact centre_Mumbai
- V-konnect
- 2 to 7 Yrs
- Mumbai
- 4 years ago
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Job Description
Job Description :
- Manage team of 16 phone banking officers/agents, and drive customer service & cross sales for Banking products
- Daily & monthly tracking of officer/agent performance like productivity, AHT, call quality
- Drive & track daily lead generation for cross selling of banking products, to achieve monthly targets
- Monitor call volumes & queues across skills and manage Service Levels by doing RTM
- Maintain team attendance, performance data, escalation and activity trackers for self and the team
- Check CRM cases and get the closures and follow ups completed
- Handle escalation and supervisory calls as and when required
- Coaching & development of officers/agents, conduct team huddles/briefings, call audits
- Handle escalation call, supervisor calls etc
- Conducts need based training programs to enhance the skill sets of the team and to keep them updated with companys latest products and processes
- Participates in recruitment and retention of quality officers and fosters a culture of team work to achieve the business objectives
- Prepares MIS(daily, weekly, monthly) to provide feedback to the top management
- Open to work in rotational shifts & week-offs, flexible to work from home and office both
- Works in line with the department/Unit goals and targets, and ensures that the goals are monitored and achieved during the course of the year
- Practices and leads by example to inculcate a sense of accountability, responsibility, integrity and respect within the team members
Employement Category:
Employement Type: Full timeIndustry: Banking / Financial ServicesRole Category: AuditFunctional Area: Not ApplicableRole/Responsibilies: Opportunity_Team Leader-Contact centre_MumbaiContact Details:
Company: V-Konnect AssociatesLocation(s): Mumbai+ View Contact
Fraud Alert to job seekers!
₹ 4.0 - 6 Lakh/Yr
V-konnect
 V-Konnect is a full service recruitment company with its Head office at Gurgaon. V-Konnect brings with itself a decade of rich experience spanning across 10 industry sectors. Over the years, V-Konnect is a preferred recruitment partners to multinationals and leading Indian businesses. Organiz...
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