AxisPhone:Asst TL/Coach - Voice

Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

The role exists to coach a team of inbound call agents along with the Supervisor. It also is responsible for managing key performance indicators for the team like average handling time, adherence, client experience metrics, sales, quality, digital migration, etc.

Key Responsibilities

Coaching a team of inbound call agents along with the Supervisor,

Managing key performance indicators for the team like average handling time, adherence, client experience metrics, sales, quality, digital migration, etc.

Providing timely resolution and customer communication on escalated cases,

Managing client experience metrics and improving them through various interventions,

Ensuring process efficiency by achieving nil defects and meeting targets of call quality,

Identifying training needs of the team and developing team members via coaching, live barge-ins, feedback, training, etc.,

Ensuring completion of all trainings assigned,

Mentoring new team members,

Ensuring timely acknowledgement & feedback / coaching on call quality, defects, detractors, etc.,

Conducting timely call evaluations and provide developmental feedback to the team,

Managing performance of bottom quartile team members,

Taking over escalations real-time and managing call-backs, Conducting team briefings,

Adhering to compliance and information security requirements on service and sales

Optimal qualification for success on the job is:

Graduate or Post graduate from a recognized institution

2- 5 years of relevant experience

Result orientation, Analytical thinking, Coaching skills, Stakeholder management, Strong problem solving skills, Attention to detail, Excellent product and process knowledge