- Designation: Team Manager - Inbound Contact Center (Phone Banking)
Preferred Skills:
· Clear and professional verbal, written communication
· Must possess good presentation skills
· Ability to provide constructive feedback and performance reviews
· Ability to motivate, coach, and inspire team members
· Strong decision-making and problem-solving abilities
· Conflict resolution and team-building skills
· Ability to set and monitor performance targets
· Strong understanding of customer service best practices
· Ability to handle escalated customer issues effectively
· Knowledge of company products, services, and policies
· Ability to train and mentor agents for skill improvement
· Conducting quality assessments and providing feedback
· Effective delegation of responsibilities to team members
· Strong organizational skills
· Crisis management skills during high-pressure situations
· Ability to work with different departments (HR, IT, Operations)
· Encouraging a positive and inclusive team culture
· Proficient in MS Excel and PowerPoint.
· Proficient in English (written & oral), Hindi, Bengali (regional language along with these will be welcomed)
Job Description:
· Responsible for managing a team of 15-18 officers
· Manage team KPI: Daily productivity, TAT, SOP adherence.
· Well-established understanding of the policies and procedures to deliver exceptional productivity.
· Manage floor to monitor discipline on the floor, resolve officers' queries to assist customers, and raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, shrinkage, etc.
· Manage escalations with end-to-end resolution.
· Maintain and improve operations by monitoring operational performance; identifying and resolving problems; preparing and completing action plans; root cause analysis.
· Manage Team to deliver on productivity, and shrinkage as per the defined benchmarks.
- Prepare data and files for Senior Management Presentation