Job Description

:

AxisPhone:Customer Service Team Lead - Non Voice

INTERNAL USAGE:

No. of Vacancies:

Reports to:

AxisPhone:Service Head - Voice

Is a Team leader?

Yes

Team Size:

15-20

Grade:

Manager/Senior Manager

Business:

Retail Operations

Department:\xef\xbf\xbd

Axis Phone

Sub-Department:

Axis Phone

Location:

Mumbai/Chennai

About Axis Phones

Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

About the Role

The role manages a team of service executives and coach to ensure total customer satisfaction on every interaction handled by the team and curb any escalations.

Key Responsibilities

\xef\xbf\xbd Managing a team of 15-20 inbound Client Service Executives and 1 Client Service Coach,

\xef\xbf\xbd Ensuring total customer satisfaction on every interaction handled by the team and curb escalations,

\xef\xbf\xbd Managing key performance indicators for the team like average handling time, adherence, client experience metrics, sales, quality, digital migration, etc.

\xef\xbf\xbd Providing timely resolution and customer communication on escalated cases,

\xef\xbf\xbd Ensuring process efficiency by achieving nil defects and quality targets for the team,

\xef\xbf\xbd Motivating and developing team members to meet & exceed unit targets on service, sales, and client experience parameters,

\xef\xbf\xbd Managing referrals and request closure within timelines,

\xef\xbf\xbd Ensuring timely acknowledgement & feedback / coaching on quality, defects, detractors, etc.,

\xef\xbf\xbd Conducting timely evaluations and provide developmental feedback to the team,

\xef\xbf\xbd Ensuring completion of all trainings assigned to the team,

\xef\xbf\xbd Taking over escalations,

\xef\xbf\xbd Adhering to compliance and information security requirements on service and sales,

\xef\xbf\xbd Preparing, analyzing and actioning out on team performance MIS,

\xef\xbf\xbd Mentoring new team members,

\xef\xbf\xbd Managing the development of team members,

\xef\xbf\xbd Managing performance of bottom quartile team members,

\xef\xbf\xbd Managing administrative and system activities for the team,

\xef\xbf\xbd Managing discipline on the production floor - minimal absenteeism, timely logins, minimal shrinkage and leave management,

\xef\xbf\xbd Conducting appraisals as per company timelines and guidelines,

\xef\xbf\xbd Conducting team briefings,

\xef\xbf\xbd Interviewing client service executives and effectively onboarding them

Qualifications

Optimal qualification for success on the job is:

\xef\xbf\xbd Graduate or Post graduate from a recognized institution

\xef\xbf\xbd 5-8 years of relevant experience

Role Proficiencies:

For successful execution of the job, a candidate should possess the following:

- Strong written communication skills,

- Analytical thinking,

- Coaching & mentoring skills,

- People management,

- Stakeholder management,

- Strong problem solving skills,

- Detail orientation,

- Proficiency in MS Office,

- Excellent product and process knowledge

Shift:

- Should be open to shifts (24X7) as per current shift structure of the inbound channel

About Axis

Incorporated in 1994, Axis Bank is one of India\xef\xbf\xbds most trusted banks & the third largest in the private sector. At Axis Bank, customer centricity has always been the foundation of our business. Our efforts to address the requirements of a diverse customer cross-section are powered by robust infrastructure, advanced technology, a comprehensive monitoring & control framework & a large talent pool.

The Bank has a young & engaged workforce of over 70,000 employees, with an average age of 30 years. We are an equal opportunity employer & believe in empowering our employees by offering rich roles, learning opportunities & flexibility to chart their career, their way.

Skills:

Refer to the

About Company:

Axis Bank is the third largest private sector bank in India. The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses. The Bank has a large footprint of 4,594 domestic branches (including extension counters) with 11,333 ATMs & 5,710 cash recyclers spread across the country as on 31st March, 2021. The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021.The Overseas operations of the Bank are spread over eight international offices with branches at Singapore, Dubai (at DIFC) and Gift City-IBU; representative offices at Dhaka, Dubai, Abu Dhabi, Sharjah and an Overseas subsidiary at London, UK. The international offices focus on Corporate Lending, Trade Finance, Syndication, Investment Banking and Liability Businesses

Axis Bank