Email Desk-Team Leader

Hiring for Bank

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

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:Technical Lead

Salary: Not Disclosed by Recruiter

Industry:Banking

Functional Area:Engineering - Software

Role Category:Software Development

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

PG:Any Postgraduate

Company Profile

Mount Talent Consulting Private Limited

Bank/BFSI/Other

Company Info
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Contact Company:Mount Talent Consulting Private Limited