Team Leader @ ICICI Bank

Job Description

Position Title : T

Job Description:

The profile would entail handling a set of Phone banking officers and managing team performance

• Key deliverable of a Team Leader is ensuring highest customer satisfaction through effective team management by -
  • Maintaining FOCUS scores of the Team above a minimum threshold placing emphasis on delightful customer experience
  • Reducing the Average call handling time of officers while ensuring minimal errors
  • Providing regular feedback and coaching to the officers to ensure effective service delivery
• Managing the following parameters for effective daily operations management
  • Ensuring team discipline and adherence to schedule
  • Escalation Management
  • Information dissemination of product or process changes
• Basis Customer satisfaction achieved through superior service, enable cross-sell of identified products
• Provide constructive feedback and coach Officers on a regular basis to facilitate performance improvement

 Identify team members need for additional training based on periodic reviews

 Identify and highlight potential areas of process improvement to senior management

  Skill Set:

• Team management skills: Effective inter-personal relationship with sub-ordinates
• Delivery on targets and tasks assigned in a time bound manner
• Skill to understand and analyze customer needs
• Ability to mentor or coach team members
• Collaborative in approach
• Openness to work in rotational shifts including night shifts

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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