Deputy Manager – Team Leader

3 - 8 Years

Job Description

Roles and responsibilities 

Assists a team of 8-12 phone banking officers
Focusses on service quality and customer satisfaction by proactive escalation handling
Handles end to end complaints management by ensuring timely closure of customer complaints
Sets performance parameters & deadlines to monitor the performance of the team members and strives for operational efficiency by keeping a track on call abandoned ratio, average handling time of each officer, repeat callers etc.
Motivates the team towards cross-selling thereby driving the productivity of the workforce
Conducts need based training programs to enhance the skill sets of the team and to keep them updated with companys latest products and processes
Participates in recruitment and retention of quality officers and fosters a culture of team work to achieve the business objectives
Prepares MIS(daily, weekly, monthly) to provide feedback to the top management
Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year
Ensures team productivity by providing guidance, ongoing feedback and coaching to individuals to enable achievement of the defined goals
Practices and leads by example to inculcate a sense of accountability, responsibility, integrity and respect within the team members
Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, and reputational and audit risks as instructed by the departmental manager.
Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.

Salary: INR 4,00,000 - 8,00,000 PA.

Industry:Banking / Financial Services / Broking

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Voice

Role:Assistant Manager/Manager -(NonTechnical)


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Ace Recruitment and Placment Consultants Pvt Ltd

Ace Consultants was established in the beginning of 2002 with offices at Ahmedabad and Kolkata in India. It is a well known and reputed brand in Manpower Recruitment & Staffing, Search & Screening and HR services business. Our services include Contingent Search, Retained Search, Screening & Selection, Turnkey & Bulk Manpower Solutions, RPO, Permanent & Flexi Staffing, and other allied HR services. Since the time of inception we have partnered with many large, medium and small corporations in their Recruitment, Talent Search and Selection process. Our strength lies in understanding our clients business, their ethos, value and culture. Our process involves Research and Search for every mandate we work upon. We have a team of seasoned recruitment professionals who understand the process and dynamics of recruitment industry. We scrutinize and screen every candidate in details before introducing them to the client. We are proud of our selection ratio against the profiles we introduce to our clients.
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Contact Company:Ace Recruitment and Placment Consultants Pvt Ltd