Unit Manager The Unit Manager plays a pivotal role in overseeing the Contact Centre's Phone Banking operations, ensuring efficient management of team leaders and front-end officers. This position involves strategic planning, performance monitoring, and process improvement initiatives to drive customer satisfaction and revenue generation. The ideal candidate should possess strong leadership skills, a deep understanding of customer service dynamics, and a proven track record in team management.

Experience Required:

10 to 12 years

Key Responsibilities:

- To use resources at optimal level to achieve target and productivity.
- To plan Term & Non-Term sales strategies with Hourly/Daily Targets, DRR, execution plan to meet monthly targets.
- To oversee resolution of incidents and ensure RCAs for customer escalations are responded to on time.
- To ensure compliance with highest level of customer confidentiality and adherence to all processes.
- To reward and felicitate TOP performers and motivate team to achieve monthly targets.
- To act as a bridge between officers and supervisor for maintaining healthy relationships.
- To manage the overall journey of a front end officer from hiring to separation.
- To coordinate with internal teams for customer resolution and attend process reviews.
- To conduct random call/tagging audits and share observations for error reduction.




- To conduct sessions/meetings for process improvement and error reduction.
- Qualification Criteria:

- A graduate degree is essential.
- 10-12 years of experience in customer service domain is required.
- Team handling experience and leadership roles are preferred.
- Robust Customer and Quality Focus.
- Professional Entrepreneurship mindset.
- Drive for Results and Influence and Impact.
- Lead and Develop people.
- Ability to Enable Change and Build transparent and inclusive teams.
- High integrity and strong ethical standards.

Primary Skills:

- Customer Service Management
- Strategic Planning
- Team Leadership

Key Skills:

- Process Improvement
- Performance Monitoring
- Conflict Resolution
- Change Management
- Customer Relationship Management
- Communication Skills
- Data Analysis
- Project Management
- Training and Development
- Compliance Management

Role: Customer Service, Industry Type: Banking, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Customer Success, Service & Operations - Other Education UG: Any Graduate read more

Key Skills Skills highlighted with ‘‘ are preferred keyskills Phone Banking OperationsContact Center Managementunit managerTeam Leadership Customer Service ManagementEscalation HandlingCall Centre OperationsContact Center Operations

📌 Unit Manager ( Contact Centre) (Navi Mumbai)
🏢 Yes Bank
📍 Navi Mumbai