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Indbank Global Support Services

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3.6

based on 5 Reviews

213 Indbank Global Support Services Jobs

Team Leader - Contact Centre (Bengali)

IndBank Global Support Services Limited

3.6

based on 5 Reviews

7-15 years

Mumbai

1 vacancy

Team Leader - Contact Centre (Bengali)

Indbank Global Support Services

posted 9hr ago

Job Role Insights

Key skills for the job

HRIS Software Configuration Management Customer Service Recruitment Bengali Customer Experience Management

+ 4 more

Job Description

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

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