Team Leader - Contact Centre - Inbound Voice Process - NBFC

Looking to hire for an NBFC

- Inbound duties include answering to product enquiries and accepting and servicing incoming queries, requests & complaints

- Taking care of all Inbound, Renewal Retention Calls.

- Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly

- Ensure customer requests/queries/complaints are effectively managed by Service agents

- Manage escalations received from team members, and facilitate quick resolution

- Highlight process deviations as shared by customers with relevant internal stakeholders for ensuring process compliance in their respective teams

- Carry out data analysis to derive insights for ensuring process optimization

- Organize trainings for team members to update them with information around new products, regulatory changes, etc.

- Sales assist & business generating operations o Ensure sales assist out call is done to all leads received through various marketing and business development activities

- Ensure customer is taken through the onboarding journey with complete explanation and clarity on the process & requirements

- Aim to successfully convert maximum number of leads to customers and pass the same to sales teams

- Perform cross selling and upselling calling to existing customers