Unit Manager – Phone Banking

Unit Manager – Phone Banking

ICICI Bank Ltd

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customer satisfaction, team management skills, customer service

Job Description
Position Title :Unit Manager Phone Banking

Grade Eligibility : MMI / MMII

Job Description :

Responsible for managing large team of Phone banking officers with the assistance of assigned Team leaders.
Ensuring 100% of PBOs meet and or exceed their overall KRA (Sales Target, Customer satisfaction and experience, Quality and Productivity standards)
Providing consistent, balanced and timely performance feedback on PBOs/TLs performance.
Ensuring a positive work environment, continuous learning and high quality experience for your team.
Providing leadership and managingall operational/sales/service requests.
Effectively communicating change in operating procedures and processes to ensure team understanding, retention and appropriate execution.
Managing adherence to schedule for the team Timely logins & staff time management and Break Management.
Identify coaching and training needs for team members to deliver better service delivery and Sales
Openness to work in rotational shifts including night shifts
Other details
Department:Investment Banking / M&AIndustry:Banking / Financial ServicesSkills:customer satisfaction, team management skills, customer service, team handling, team leading, cross sellingOther Skills:sales target

Recruiter detailsCompany Name: ICICI Bank Ltd