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 chance 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 new 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 performa

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