Lead Consultant at Mirus
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Team Leader - Contact Centre - Inbound Voice Process - NBFC (7-12 yrs)
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