204 Indbank Global Support Services Jobs
3-6 years
₹ 4 - 6L/yr
Mumbai, Delhi/Ncr
1 vacancy
Team Leader - Contact Centre (Collections - Bengali)
Indbank Global Support Services
posted 3d ago
Key skills for the job
Build and manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.
• Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
• Responsible for the recruitment, training, induction and coaching strategy across the contact centers
• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center colleagues.
• Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation.
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Employment Type: Full Time, Permanent
Read full job description3-6 Yrs
₹ 4 - 6L/yr
Mumbai, Delhi/Ncr
3-6 Yrs
₹ 4 - 6L/yr
Delhi/Ncr