11/04 Rajeev Narang
CEO at Simplypeople India

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Team Lead - Customer Service - Bank (2-4 yrs)

Noida Job Code: 70482

Our client is a reputed large ITes/BPO in India managing multiple verticals from multiple offices in India is looking for Team Leaders to manage their Customer support operations in the Banking space. The work location is NOIDA expressway.

Cab facility from 7 PM to 7 AM available. Point pick up and drop till nearest Metro station during 7AM - 7 PM

All fixed salary - no variable pay

Job Responsibilities

- Managing an average team size of 17 members.

- Need to be approachable and supportive towards the team.

- Achieve targets of sales and service.

- To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity

- Attrition and shrinkage management. Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.

- Ability to evaluate calls, coach and provide feedback.

- Responsibility for delivery of the defined customer experience in every interaction.

- Work very closely with team members to solve customer problems.

- Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.

- Ensure all Company policies and procedures are implemented consistently and fairly.

- Demonstrates high levels of integrity and personal standards in all work related situations - Graduates with relevant experience

- Minimum 1 year of experience as Team Leader. Contact center experience mandatory.

- Preferably from Banking Customer Service.

Graduates with relevant experience

- Minimum 1 year of experience as Team Leader. Contact center experience mandatory.

- Preferably from Banking Customer Service.

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