About The Role

Responsible for managing a team of 15-18 officers handling inbound & outbound calls & cases for 811 or CUFD both voice and video.
Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks and SOP
Manage Floor to monitor discipline on floor, resolve officer’s queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, shrinkage, etc.
Manage escalated customer calls & cases (complaints) with end-to-end resolution
Ensure daily & monthly targets are delivered as per business requirements.
Timely Processing of Requests in the CRM – KFORCE
helping officers with knowledge by conducting 1-1 sessions
Responsible for new joiners quality control and customer servicing within laid down productivity and service benchmarks
To Assist new people understand the working of the contact center and provide them comfort to approach for any clarification/issue w.r.t knowing people, knowing manager and make them aware about the contact center’s guidelines
To conduct daily refresher session on product/process/system basis the queries
To conduct daily call listening session to coach officers on Quality and Handling times
To conduct side by side barge-in to give call feedback
To take customer escalations on calls taken by new officers are handled effectively if required
To ensure that the post call work is processed correctly by the officers
Ensure Officer’s understands the SOPs and deliver the expected performance level
Ensure workstation and system IDs readiness
Manage floor SLA effectively and be proactive in coordinating with other teams and businesses.

Job Description

Graduate
Minimum 5 years of relevant experience in servicing of financial products and at least one year in managing a team
Excellent communication skills – Verbal & Written
Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc
Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers