Deputy Manager - Customer Service - BFSI (4-7 yrs)
- Motivating and inspiring the team to surpass their potential.
- Improving the team and facilitating the communication among the members of team.
- Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
- Creating sense of ownership within the employees and resolving employee issues, if any.
- Encouraging, supporting, and motivating actively one's peer team.
- Looking constantly for development as well as continuous improvement for the entire team.
- Monitoring, organizing, and coaching team on a day-to-day basis.
- Communicating the company's purpose, core values, vision to the front employees.
- Ensuring that the employees follow their schedules properly as designed.
- Striving for new ways continually, to increase the opportunities of sales.
- Handling escalated calls, complaints, questions, and queries as necessary.
- Facilitating cross-functional communication within employees for improved working condition.
- Creating a conducive work environment for all the call centre's employees.
- Carrying out team meetings and actively participating in the monthly and weekly meetings.
- Documenting general reports on each team member's performance and targets as well as ensuring that they exceed the targets.
- Handle attrition and shrinkage.
Experience:
- Strong knowledge of customer care techniques and processes
- Familiarity with several voice-logging systems and tools
- Should have knowledge and experience of attrition and shrinkage
- Bachelor's degree in administration, commerce, management or any related field from an accredited institution
- Candidate should have minimum 4 years of experience as Team Leader in BPO (Home Loan / BFSI / Insurance process only)
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