Team Leader - Phone Banking and Customer Service

Sky Corporate Employee Solutions Classic - Team Leader-Sky Channel-VRM - Corporate Employee Solutions

• To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors.

Differentiated training to make them universal phone banking officers – cross training in cards, liabilities, assets.

• This skill will also do sales with assigned customer based mapped to them.

• Measure of outcomes – NPS, Service Level, Service Quality and Sales.

• 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.