Job Title

Skills: - Minimum 3+ years of Team Handling experience at Banking or BFSI contact centre. - Strong leadership abilities to guide, inspire, and manage a diverse team effectively. - Excellent verbal and written communication skills to interact with team members, customers, and management. - Advanced problem-solving skills to handle complex customer issues and operational challenges. - Ability to analyse performance data and identify trends or areas for improvement. - Strong focus on customer service and the ability to lead the team in delivering exceptional service. - Effective time management skills to handle multiple tasks and responsibilities efficiently. - Familiarity with banking systems, CRM software, and contact centre technologies. Job role: - Oversee daily operations of the team, ensuring that performance standards and targets are met. - Manage shift schedules and handle requests for time off to ensure adequate coverage. - Foster a positive team environment and motivate team members to achieve high performance. - Monitor and evaluate calls, emails, and chat interactions to ensure adherence to quality standards and banking policies. - Provide constructive feedback to team members, addressing areas for improvement and recognizing accomplishments. - Track key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction scores etc. - Identify training needs and coordinate additional training sessions to enhance team skills and knowledge. - Support the professional development of team members by identifying strengths and areas for growth. - Handle escalated customer issues that require advanced problem-solving and intervention. - Implement strategies to enhance customer service quality and address common service issues or complaints. - Promote and enforce best practices in customer service to improve overall team performance. - Ensure clear and effective communication within the team and between the team and other departments. - Prepare and present reports on team performance, customer feedback, and operational issues to management. - Address any operational or team-related challenges promptly and effectively. - Ensure that the team adheres to banking regulations, compliance requirements, and internal policies. - Identify potential risks or issues in processes and work to mitigate them Graduation is Mandatory