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Team Lead - Phone Banking

5.00 to 10.00 Years   Indore   27 May, 2021
ICICI Bank Ltd
Job LocationIndore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaInvestment Banking / M&A
EmploymentTypeFull-time

Job Description

Position Title : Team Lead - Phone BankingGrade Eligibility : DMI / DMIIThe profile would entail handling a set of Phone banking officers and managing team performance

  • Key deliverable of a Team Leader is ensuring highest customer satisfaction through effective team management by -
    • Maintaining FOCUS scores of the Team above a minimum threshold placing emphasis on delightful customer experience
    • Reducing the Average call handling time of officers while ensuring minimal errors
    • Providing regular feedback and coaching to the officers to ensure effective service delivery
  • Managing the following parameters for effective daily operations management
    • Ensuring team discipline and adherence to schedule
    • Escalation Management
    • Information dissemination of product or process changes
  • Basis Customer satisfaction achieved through superior service, enable cross-sell of identified products
  • Provide constructive feedback and coach Officers on a regular basis to facilitate performance improvement
  • Identify team members need for additional training based on periodic reviews
  • Identify and highlight potential areas of process improvement to senior management
Skill Set:
  • Team management skills: Effective inter-personal relationship with sub-ordinates
  • Delivery on targets and tasks assigned in a time bound manner
  • Skill to understand and analyze customer needs
  • Ability to mentor or coach team members
  • Collaborative in approach
  • Openness to work in rotational shifts including night shifts

Keyskills :
customer satisfactiondaily operationsteam performancecustomer experienceconstructive feedbackperformance improvementservice deliveryeffective team managementteam managementdaily operations managementcross sellingsale target

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