AxisPhone:Customer Service Team Lead - Voice

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.

Key Responsibilities

�        Managing a team of 15-20 inbound Client Service Executives and 1 Client Service Coach,

�        Ensuring total customer satisfaction on every interaction handled by the team and curb escalations,

�        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,

�        Ensuring process efficiency by achieving nil defects and quality targets for the team,

�        Motivating and developing team members to meet & exceed unit targets on service, sales, and client experience parameters,

�        Managing referrals and request closure within timelines,

�        Ensuring timely acknowledgement & feedback / coaching on quality, defects, detractors, etc.,

�        Conducting timely evaluations and provide developmental feedback to the team,

�        Ensuring completion of all trainings assigned to the team,

�        Taking over escalations,

�        Adhering to compliance and information security requirements on service and sales,

�        Preparing, analyzing and actioning out on team performance MIS,

�        Mentoring new team members,

�        Managing the development of team members,

�        Managing performance of bottom quartile team members,

�        Managing administrative and system activities for the team,

�        Managing discipline on the production floor - minimal absenteeism, timely logins, minimal shrinkage and leave management,

�        Conducting appraisals as per company timelines and guidelines,

�        Conducting team briefings,

�        Interviewing client service executives and effectively onboarding them

Optimal qualification for success on the job is:

� Graduate or Post graduate from a recognized institution

� 5-8 years of relevant experience

For successful execution of the job, a candidate should possess the following:

- Strong written communication skills,

- Analytical thinking,

- Coaching & mentoring skills,

- People management,

- Stakeholder management,

- Strong problem solving skills,

- Detail orientation,

- Proficiency in MS Office,

- Excellent product and process knowledge

Shift:

- Should be open to shifts (24X7) as per current shift structure of the inbound channel