Job Description

Job Role : The Team Coach (CCU) and Social Media, is responsible for handling a team of Email / Chat / Socialmedia from RL, CC and RA business. One on One call listening / Email Audit / Social Media responses audit and feedback. Drive team\'s performance by sharing the feedback with the bottom performers on a daily basis. Ensure strict adherence to the internal control & monitoring processes for ensuring timeliness, quality and standards as per the bank requirements. Responsible to provide the training to new candidates and refresher training to enhance the performance of old agents. Manage the day to day operations of the team. Monitor the activities to ensure all service levels committed are met and exceeded. Publish the daily report to TM and UM. : Graduate Preferably 1-2 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage Excellent communication skills - Verbal & Written Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays Flexible to get scattered 8 Week Offs in a month with 9hours 30 minutes shift Good listening skills and strong communication abilities. Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers.

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