Inbound Team Leader

• This is a Shift Base Job, including working on holidays and Paid Extra Sitting depending on the business need
• Operational Efficiency and Call Management:
• To manage Call influx Team leader will ensure to take Inbound Calls on the business need.
  • To lead and manage a team of Officers-Inbound, ensuring they deliver high-quality service and meet key performance metrics such as Average Talk Time (ATT), After Call Work (ACW), and Auxiliary Time (AUX).
  • To provide coaching, mentoring, and support to the Officers-Inbound to enhance their performance and improve customer interactions.
  • To ensure that the team meets Service Level (SL) targets and maintains high standards of customer service.
  • To motivate the team to achieve performance goals while maintaining a positive, high-energy work environment.
  • To monitor the performance of individual Officers-Inbound by reviewing key metrics, including call handling times, first-call resolution, and customer satisfaction scores.
  • To provide regular feedback to Officers-Inbound, addressing areas for improvement, offering constructive guidance, and setting clear performance objectives.
  • To conduct one-on-one performance reviews and development discussions to align team members\' goals with departmental objectives.
  • To track and analyze team performance on a daily, weekly, and monthly basis, ensuring targets are met and identifying trends or issues early.
  • To foster a positive, collaborative, and motivated team culture, promoting high levels of engagement and team spirit.
  • To recognize and reward exceptional performance through incentive programs or team celebrations to maintain motivation and morale.
  • To address any performance or behavioral issues within the team promptly, using a constructive and supportive approach.
  • To conduct regular training sessions and knowledge-sharing activities to ensure that team members are up-to-date on policies, procedures, product offerings, and customer service best practices.
  • To identify individual and team training needs and work with the Floor Manager to develop targeted training plans for skill enhancement.
  • To provide ongoing support to Officers-Inbound, helping them develop new skills, improve existing ones, and achieve career development goals.
  • Ensure to complete all learnings and attend All Mandatory Trainings.
  • Ensure Data Protection, Client data Confidential Policy and Clean desk Policy.

Operational Efficiency and Call Management:

• To ensure that calls are answered in a timely manner and that the team maintains efficient call handling in line with set Service Level Agreements (SLAs).
• To oversee the effective management of call queues, ensuring maximum call coverage and minimal wait times for customers.
• To collaborate with the Floor Manager to adjust staffing levels, manage breaks, and handle peak demand times to ensure consistent service delivery.
• To implement strategies to optimize team performance and ensure customer satisfaction remains high.
• To ensure that the team adheres to the Bank's quality standards and delivers accurate, consistent, and timely information to customers.
• To participate in quality calibration sessions with the Quality Assurance team to maintain high standards for customer interactions and resolve any performance discrepancies.
• To work with the Complaint Management Unit (CMS) to resolve customer complaints or escalations, ensuring issues are addressed promptly and effectively.

Compliance and Documentation

• To ensure that all team members adhere to the Bank's policies, regulatory guidelines, and internal procedures in handling customer calls.
• To stay updated on any changes in policies, procedures, or regulations, and ensure that the team is informed and compliant.
• To maintain confidentiality of customer information and ensure that data privacy protocols are followed.
• To maintain accurate and up-to-date records of team performance, including call logs, service level data, and training progress.
• To generate daily, weekly, and monthly performance reports, providing insights into team performance and trends to the Floor Manager.
• To track and monitor key performance indicators (KPIs) for the team and ensure that all service targets are achieved.