Company Name: HDFC Bank Limited
Designation: Team Leader - Customer Service (Regional Call Centre)
Job Description:
Responsibilities
Ensuring that the Team’s individual target/Unit Qualitative and Quantitative targets are met. Maintaining and Reporting the Periodic MIS to the Manager Call Center.
Ensuring High levels of Motivation among team members and facilitating performance that meets the Organization's expectations.
Call escalations and Callbacks wherever required.
Call Roster Planning and leave planning to ensure optimum utilization of resources.
Ensuring timely dissemination of relevant information to the team and application of the same for appropriate call handling.
Checking of Reports to ensure compliance with laid down processes and guidelines for the unit & judicious use of financial waiver matrix.
Mystery Checking and Mock Calls to ensure consistent and seamless quality & Suggesting Changes in Processes to accommodate Customer/Business requirements.
Designation: Team Leader - Customer Service (Regional Call Centre)
Job Description:
Responsibilities
Ensuring that the Team’s individual target/Unit Qualitative and Quantitative targets are met. Maintaining and Reporting the Periodic MIS to the Manager Call Center.
Ensuring High levels of Motivation among team members and facilitating performance that meets the Organization's expectations.
Call escalations and Callbacks wherever required.
Call Roster Planning and leave planning to ensure optimum utilization of resources.
Ensuring timely dissemination of relevant information to the team and application of the same for appropriate call handling.
Checking of Reports to ensure compliance with laid down processes and guidelines for the unit & judicious use of financial waiver matrix.
Mystery Checking and Mock Calls to ensure consistent and seamless quality & Suggesting Changes in Processes to accommodate Customer/Business requirements.
Company Profile:
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.
Desired Profile:
Requirements
Candidate must be a graduate/ postgraduate in any feild.
Excellent and Preferably Multilingual Communication Skills (oral & written)
Good Interpersonal Skills
1-3 years of similar experience in Customer Services Industry preferably in a team leader role
Computer Literacy
Candidate must be a graduate/ postgraduate in any feild.
Excellent and Preferably Multilingual Communication Skills (oral & written)
Good Interpersonal Skills
1-3 years of similar experience in Customer Services Industry preferably in a team leader role
Computer Literacy
Experience: 1 - 3 Years
Role: Team Leader -(NonTechnical)
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education:
UG - Any Graduate
PG - Any PG Course
Location: Chennai
Details Here
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