P1 to P2
Average PMI (last 6 months)/PMS rating 3 and above
1 year of exp in the current role
No Warning Letter issued in the past 6 months
E-learning mandatory courses certified wherever applicable
Responsibilities
">Bachelor’s degree in a relevant field (preferred) with minimum 6 years of experience in customer service, direct selling, telemarketing, or a related field.
>Proven leadership and supervisory experience with robust communication and interpersonal skills in English and at least one regional language.
>Solid problem-solving and decision-making abilities with sound knowledge of banking products, services, and regulations.
>Additional certifications as required by the bank or regulator are desirable.
>Lead and manage a team of Team Leads and customer service associates; provide guidance, coaching, and support to Team Leads in their supervisory roles.
>Handle escalated customer queries and complaints and ensure smooth daily operations while meeting SLAs.
>Monitor KPIs, analyze performance, and implement corrective actions where required.
>Support workforce planning and coordination with HR, including scheduling and resource allocation.
>Identify training needs and skill gaps and facilitate capability development across teams.
>Conduct regular meetings & Reviews with Team Leads to communicate updates, objectives, and operational challenges.
>Prepare and analyze reports related to contact center performance and collaborate with senior management to implement improvement strategies."
Qualifications
Graduation
📌 Senior Team Leader Mumbai (India)
🏢 Digitide Solutions
📍 India
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.