Asst TL Coach - Voice INTERNAL USAGE No of Vacancies Reports to Is a Team leader No Team Size Grade Business Retail Operations Department Axis Phone Sub-Department Axis Phone Location Mumbai Chennai About Axis Phones Axis Phones engages with Axis Banks customers and prospects virtually through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities Keeps a check on any malpractices and defines actions basis severity of incidents The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness About the Role The role exists to coach a team of inbound call agents along with the Supervisor It also is responsible for managing key performance indicators for the team like average handling time adherence client experience metrics sales quality digital migration etc Key Responsibilities Coaching a team of inbound call agents along with the Supervisor Managing key performance indicators for the team like average handling time adherence client experience metrics sales quality digital migration etc Providing timely resolution and customer communication on escalated cases Managing client experience metrics and improving them through various interventions Ensuring process efficiency by achieving nil defects and meeting targets of call quality Identifying training needs of the team and developing team members via coaching live barge-ins feedback training etc Ensuring completion of all trainings assigned Mentoring recent team members Ensuring timely acknowledgement feedback coaching on call quality defects detractors etc Conducting timely call evaluations and provide developmental feedback to the team Managing performance of bottom quartile team members Taking over escalations real-time and managing call-backs Conducting team briefings Adhering to compliance and information security requirements on service and sales Qualifications Optimal qualification for success on the job is Graduate or Post graduate from a recognized institution 2- 5 years of relevant experience Role Proficiencies For successful execution of the job a candidate should possess the following Result orientation Analytical thinking Coaching skills Stakeholder management Strong problem solving skills Attention to detail Excellent product and process knowledge Skills Refer to the About Company Axis Bank is the third largest private sector bank in India The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates MSME Agriculture and Retail Businesses The Bank has a large footprint of 4 594 domestic branches including extension counters with 11 333 ATMs 5 710 cash recyclers spread across the country as on 31st March 2021 The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021 The Overseas operations of the Bank are spread over eight international offices with branches at Singapore Dubai at DIFC and Gift City-IBU representative offices at Dhaka Dubai Abu Dhabi Sharjah and an Overseas subsidiary at London UK The international offices focus on Corporate Lending Trade Finance Syndication Investment Banking and Liability Businesses

📌 Axisphone:asst Tl/coach - Voice (Chennai)
🏢 Axis Bank
📍 Chennai