Asst TL/Coach - VoiceINTERNAL USAGE:No. of Vacancies: Reports to: Is a Team leader?NoTeam Size: Grade: Business:Retail OperationsDepartment:�Axis PhoneSub-Department:Axis PhoneLocation: Mumbai/ChennaiAbout 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 a

📌 AxisPhone:Asst TL/Coach (Chennai)
🏢 Axis Bank
📍 Chennai