Team Lead Contact Center

Job Description

As a Customer Service Team Leader at Ameriprise India LLP, your role involves providing world-class, specialized phone service to high-priority advisors, clients, or other relationship partners to successfully resolve customer-initiated service issues in an innovative manner. You will be responsible for responding to more complex issues escalated from service teams and taking a lead role in communicating resolution status updates to appropriate parties. Additionally, you will proactively initiate customer contact to ensure the highest possible quality of customer service.Key Responsibilities:- Lead a team of contact center resources to ensure effective service level adherence through timely and accurate resolution of advisor and client queries on a daily basis.- Coach phone agent performance via e-mail, phone, and face-to-face interactions regarding policies and procedures, system knowledge, and customer service skills. Field questions/escalations with in-bound calls and facilitate call-backs as needed.- Partner with Human Resources and functional leaders to formulate career progression/employee development plans.- Provide leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques. Conduct periodic 1-on-1 meetings and team-level huddles and meetings.- Perform quality review functions for the team, including real-time and recorded call monitoring sessions, end-to-end error checking, reporting, and validation through appropriate channels.- Share quality results with phone agents and leaders, identify gaps, and facilitate trainings. Serve as a mentor to provide agents with feedback to improve their overall performance.- Assist in customer service-related, business-driven process improvement initiatives or related projects. Provide subject matter expertise and serve as a resource to less-experienced customer service team members as necessary.- Participate in business-driven projects and initiatives.Required Qualifications:- Experience in a service call center or transaction processing.- Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.- Proven ability to research and resolve complex, high-priority service issues in a timely manner.- Strong written and verbal communication skills.- Demonstrated ability to work directly with high-priority internal and external customers.- Experience of team handling.- Incumbent will also be required to clear FINRA Licensing (SIE Series 6).Preferred Qualifications:- Product-specific or financial services industry experience.- Prior experience with service recovery techniques and processes.About Our Company:Ameriprise India LLP has been providing client-based financial solutions for 125 years to help clients plan and achieve their financial objectives. We are a U.S.-based financial planning company headquartered in Minneapolis with a global presence. Our focus areas include Asset Management and Advice, Retirement Planning, and Insurance Protection. Join our inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. Youll have plenty of opportunities to make your mark at the office and a difference in your community. If youre talented, driven, and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.Full-Time/Part-Time:- Full-timeTimings:- 8:00 PM - 4:30 AMIndia Business Unit:- AWMPO AWMP&S Presidents OfficeJob Family Group:- Client Service As a Customer Service Team Leader at Ameriprise India LLP, your role involves providing world-class, specialized phone service to high-priority advisors, clients, or other relationship partners to successfully resolve customer-initiated service issues in an innovative manner. You will be responsible for responding to more complex issues escalated from service teams and taking a lead role in communicating resolution status updates to appropriate parties. Additionally, you will proactively initiate customer contact to ensure the highest possible quality of customer service.Key Responsibilities:- Lead a team of contact center resources to ensure effective service level adherence through timely and accurate resolution of advisor and client queries on a daily basis.- Coach phone agent performance via e-mail, phone, and face-to-face interactions regarding policies and procedures, system knowledge, and customer service skills. Field questions/escalations with in-bound calls and facilitate call-backs as needed.- Partner with Human Resources and functional leaders to formulate career progression/employee development plans.- Provide leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques. Conduct periodic 1-on-1 meetings and team-level huddles and meet

Keyskills :
Customer ServiceTeam HandlingCommunication SkillsService Recovery Techniques