Contact Centre Inbound Manager

Sky Service Product - RM-Sky Channel-Contact Centre Inbound

The Sky Service Product RM will play a vital role in overseeing the Contact Centre Inbound department, focusing on delivering an exceptional customer experience. This role involves managing a team of customer support executives, ensuring they provide timely and effective assistance to customers across various industries. The successful candidate will be responsible for maintaining high customer satisfaction and loyalty, while also contributing to the overall success and growth of the bank's Sky Channel operations.

• Lead and manage the Sky Channel-Contact Centre Inbound team, providing effective guidance and support.
• Ensure the team delivers exceptional customer service, promptly addressing customer inquiries and resolving issues.
• Monitor and evaluate team performance, providing regular feedback and coaching to enhance skills and efficiency.
• Develop and implement strategies to improve customer satisfaction and loyalty, ensuring a seamless and satisfying experience.
• Collaborate with other departments to align customer support efforts with the bank's overall goals and objectives.
• Stay updated on industry trends and best practices in customer support, implementing innovative solutions as needed.
• Analyze customer feedback and data to identify areas of improvement and implement necessary changes.
• Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams.
• Ensure compliance with regulatory requirements and bank policies in all customer interactions.

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 5 years of experience in a customer support leadership role, preferably in a banking or financial services environment.
• Proven track record of successfully managing and motivating customer support teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong problem-solving and analytical abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Strong organizational and time management skills, with attention to detail.
• Willingness to continuously learn and adapt to new technologies and industry trends.
• Fluency in English and Hindi, with the ability to communicate effectively with customers and colleagues.

Experience Level

Mid Level