Contact Centre Inbound Team Leader

Sky Service Distribution - Team Leader-Sky Channel-Contact Centre Inbound

SKY Service – Distribution – SMEGrade: M1/M2

Job Role

• To Attend the inbound calls of customers in Retail Assets/Retail Liabilities and process the queries & requests to customer's satisfaction
• To identify and convert the opportunities for cross selling (banking product) on customer's call
• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
• Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.
• Complete the logs specified by the process (End-of-day target)
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process
• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

 

Subject Matter Expert (SME) will support Team Leader in improving and maintain performance as below

• Timely Processing of Requests in the CRM – Siebel
• helping officers with knowledge by conducting 1-1 sessions

 

Job Description

• Graduate
• Preferably 1-2 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage
• Excellent communication skills – Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
• Flexible to get scattered 8 Week Offs in a month with 9hours shift
• Good listening skills and strong communication abilities.
• 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

 

Experience Level

Senior Level