Indbank Global Support Services - Team Leader - Customer Service - Contact Centre (3-8 Yrs) Mumbai (After-Sales/Customer Service)

- Build and manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.- Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.- Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.- Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.- Responsible for the recruitment, training, induction and coaching strategy across the contact centers- Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center colleagues.- Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation.- Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.- Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight. (ref:updazz.com)

Payroll Type : Permanent