InduInd Bank Hiring Team Leader Contact Centre Voice : Banking Process : Chennai Wednesday, 25 May 2016 1 Comment

Job Summary

Locations:

Chennai

Experience:

4 – 5 years

Keywords / Skills :

Customer Service, Customer Service Executive, Customer Care Executive, Customer Support, Customer Care, Team Leader Inbound, Contact Centre, Banking Domain

Education:

Any graduate

Function:

• Customer Service/ Call Centre/ BPO
• Banking, Insurance & Financial Services

Role:

Phone Banking Officer

Industry:

Banking/ Financial Services

Salary:

5.00 – 6.00 lacs

Summary:

Eligibility Criteria- • Minimum 18 months vintage at Contact Centre as Team Leader• Excellent Communication, Analytical, People Management Skills• Flexible to different shifts / Week offs / Additional hours (need basis)

Posted On:

23rd May 2016

Job Ref code:

TL – GB – Chennai

Job Profile:

 Deliver on key metrics on a daily basis

 Ensure that each team member is equipped to handle the calls/emails being mapped for.

 Take customer escalation calls and inbound calls and ensure that they are handled to satisfaction.

 Focus on day to day operations and ensure that unpredictability in call volumes is handled.

 Making applicable ACD/MIS reports

 Give feedback and discuss performance with each team member on a periodic basis.

 Manage low performers in order to minimize impact on dip on customer metrics.

 Ensure newcomers in the team are given on the job training and brought up on the learning curve.

 Ensure staff engagement is high and a process of constant feedback and learning is developed within the team

 Keep Attrition levels to less than 2% annualized.

 Monitoring targeted calls to improve quality, minimise errors and track operative performance.

 Liaising with colleagues, operatives and third parties to gather information and resolve customer related issues;

 Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.

 Recording statistics, and the performance levels of the centre and preparing reports;

 HR and admin related work co-ordination.

 Participation in UAT, representative of the channel in absence of Supervisor.

 Action fresh cases

 Ensure that 80% of the officers achieve the team activity score

Skills and Specifications

 Deep knowledge of all retail banking products and processes

 Broad management capabilities, including people, process, and technology management

 Proven leadership skills

 Effective presentation, verbal/written communications skills and interpersonal skills

 Excellent command on PowerPoint and excel.

 Ability to work efficiently in a high demand, team oriented, and fast-paced environment.

 Ability to maintain customer confidentiality.

 Ability to express ideas in clear and concise manner.

 Solid problem-solving skills

 Ability to think tactically

Additional requirement : Excellent in English and Hindi communication

:

Customer ServiceCustomer Service ExecutiveCustomer Care ExecutiveCustomer SupportCustomer CareTeam Leader InboundContact CentreBanking Domain

IndusInd Bank

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