Mount Talent Consulting Hiring for Email Desk-Team Leader at Mumbai, Maharashtra Full Time

Full Job DescriptionHiring for Bank

From 2 to 7 year(s) of experience
₹ Not Disclosed by Recruiter
Mumbai
Job Description

Roles and Responsibilities

Job Description for Email Desk Team Leader

Job Title

Email Desk – Team leader

Department

Contact Centre

Grade

Deputy Manager

Location

RBL Bank Ltd Umang Towers

QUALIFICATIONS AND EXPERIENCE REQUIREMENT :
Qualifications

Essential

Graduate from a recognized Institute or University in any discipline

Experience

Essential

Minimum one year of continuous work experience in contact centre or relevant email experience as SME or Team Leader

Desired industry exposure:
Any industry, preferably Banking

KEY POSITION RESPONSIBILITIES

Manage Team of email advisors adhering to the below parameters:
Manage day to day operations of the unit as per defined process and ensure compliance to guidelines/ processes.
Taking end-to-end Ownership of Customer Issues and arrange for outcalls to customer to know their requirement, wherever required.
Actioning of mails received and provide suitable resolution/response within established guidelines
Liaise with the various functional units and ensure complete resolution within tats
Communicate with the customer at appropriate intervals in order to keep them updated for status of resolution.
To meet the customer satisfaction parameters and meet the defined service standards
Responsible for end to end resolution of request and complaints
Ensure proper recording and closure of the complaints.
Good communication and analytical skills in order to mitigate customer dissatisfaction
Responsible for meeting QC scores defined, daily actionable volume of emails
Team building and motivation- building the team in terms of service/quality culture by leading by example
Provide inputs for better email management which will value add the existing process
Should be flexible and take initiatives.
Being meticulous and observant/Good learner.
MS office / Excel knowledge

Desired Candidate Profile

Perks and Benefits

Role:Team Lead/Technical Lead

Salary: Not Disclosed by Recruiter

Industry:Banking

Functional Area:IT Software – Application Programming, Maintenance

Role Category:Programming & Design

Employment Type:Full Time, Permanent

Key Skills
Email ManagementService QualityAnalytical SkillsCustomer SatisfactionTeam LeadingSMEOperations

Education

UG:Any Graduate

PG:Any Postgraduate

Company Profile

Mount Talent Consulting Private Limited

Bank/BFSI/Other

Company Info

Contact Company:Mount Talent Consulting Private Limited