Provide world-class specialized phone service to high-priority advisors clients or other relationship partners to successfully resolve customer-initiated service issues in an innovative manner Respond to more complex issues which may be related to basic investment products general securities products or insurance products escalated from service teams and take a lead role in communicating resolution status updates to appropriate parties Proactively initiate customer contact to ensure the highest possible quality of customer service Key Responsibilities Responsible to lead a team of contact center resources and ensure effective service level adherence through timely and accurate resolution of advisor and client queries on a daily basis Coach phone agent performance via e-mail phone and face to face interactions regarding policies and procedures system knowledge customer service skills Be responsible for field questions escalations with in-bound calls and facilitate call-backs as needed Partner with Human Resources and functional Leaders to formulate career progression employee development plans - Provide Leadership guidance and motivate team members to improve sustain performance through effective coaching and mentoring techniques individually through periodic 1-0-1 meetings and also at a team level through regular huddles and team meetings Perform quality review functions for the team including real time and recorded call monitoring sessions and end to end error checking reporting and validation through the appropriate channels Share quality results with phone agents and leader identify gaps and facilitate trainings Serve as a mentor to provide agents with feedback to improve their overall performance Assist in customer service-related business-driven process improvement initiatives or related projects to provide subject matter expertise as well as serve as a resource to less-experienced customer service team members as necessary Participate in business driven projects and initiatives Required Qualifications Experience in a service call center or transaction processing Strong working knowledge of customer service processes policies techniques and applicable regulations Proven ability to research and resolve complex high-priority service issues in a timely manner Strong written and verbal communication skills Demonstrated ability to work directly with high-priority internal and external customers Experience of team handling Preferred Qualifications Product-specific or financial services industry experience Prior experience with service recovery techniques and processes About Our Company Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years We are a U S based financial planning company headquartered in Minneapolis with a global presence The firm s focus areas include Asset Management and Advice Retirement Planning and Insurance Protection Be part of an inclusive collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work You ll also have plenty of opportunities to make your mark at the office and a difference in your community So if you re talented driven and want to work for a solid ethical company that cares take the next step and create a career at Ameriprise India LLP Ameriprise India LLP is an equal opportunity employer We consider all qualified applicants without regard to race color religion sex genetic information age sexual orientation gender identity disability veteran status marital status family status or any other basis prohibited by law Full-Time Part-Time Full timeTimings 8 00p-4 30a India Business Unit AWMPO AWMP S President s OfficeJob Family Group Client Service

📌 Team Lead Contact Center (Uttar Pradesh)
🏢 Ameriprise Financial
📍 Uttar Pradesh