The role is responsible for driving team performance, coaching advisors, maintaining quality and process adherence, resolving escalations and supporting operational governance. The ideal candidate should have strong people management capability, good understanding of contact centre metrics and the ability to deliver customer-focused outcomes in a banking or financial services environment
Frontline Team Management
Performance Management
Quality and Process Adherence
Customer Escalations
Reporting and Continuous Improvement
Support operational initiatives, engagement activities and best-practice sharing within the process
Bachelor's degree in any discipline.
Minimum 5 years of experience in a voice process / customer service environment, including team handling or supervisory exposure for minimum of 1 year. Banking domain experience will be an added advantage.
Strong advisor coaching, communication, interpersonal, conflict resolution and team motivation skills.
Good understanding of contact centre KPIs, quality expectations, escalation handling and performance tracking.
Strong English communication skills, including speaking, reading and writing.
Source: HCLTech careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More
Upload your CV once — we read it, build your profile and put you in front of every employer hiring on Kaam Ki Khoj. No forms, no fees.
