Responsible for managing a team of 15-18 officers handling inbound calls in Retail
Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the
Manage Floor to monitor discipline on floor, resolve officer\'s queries to assist
customers, raise issues to respective dept. for resolution, update officers on
process/product updates, workstation availability, shrinkage, etc.
Manage escalated customer calls (complaints) with end-to-end resolution.
Minimum 5 to 6 years of relevant experience in servicing of financial products and at
least one year in managing a team.
Excellent communication skills – Verbal & Written.
Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays.
Leadership skills including team motivation, make team adaptable to changes, deliver
overall SOPs, etc.
Be Confident and willing to learn with a flair for knowledge. Possess an upbeat,
positive can-do attitude & works with integrity.
Team Player, collaborative Self-motivated person including the ability to act as a role
model within the organization. Should be able to establish rapport quickly with peers,
managers & customers.
|5 - 6 Years
|ITES / BPO / KPO / LPO / Customer Service
|Sales team management Team Handling Team Leading Team Coordination Team Leader
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