AxisPhone : IBSL Team Lead

AxisPhone : IBSL Team Lead

INTERNAL USAGE : No. of Vacancies :

Reports to :

AxisPhone : IBSL Analyst

Is a Team leader

Yes

Team Size : 15-20

Grade :

Manager / Senior Manager

Business : Retail Operations

Department : Axis Phone

Sub - Department : Axis Phone

Location : Mumbai / Chennai

About Axis Phones

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.

About the Role

The purpose of the role is to manage a team to drive sales for Axisphone.

Key Responsibilities

Managing a 18 to 20 member team specializing in sales fulfilment of prospective clients received via the contact centre and online portal,

Managing the team to meet sales deliverables like utilization rate, conversion rate, and the monthly unit targets,

Ensuring timely close-looping of prospective clients and adhering completely to the promised turn-around time,

Managing the discipline of the team like timely logins, adherence to breaks, and leave distribution,

Liaising with stakeholders for process deviations - thereby resulting in sales closures,

Managing and handholding customer escalations to ensure end-to-end resolutions,

Interacting with customers - as necessary - for sales closures,

Onboarding new hires into their roles during the first 6 months and ensuring performance as per norms,

Ensuring that all necessary trainings and learning needs are addressed,

Recognizing performance and encouraging team members.

Qualifications

Optimal qualification for success on the job is :

Graduate or Post-graduate from a recognized institution

3-5 years of relevant experience

Role Proficiencies : Skills Required

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