Virtual Care Team Manager|Outbound Customer Care

5 - 8 years

Any Graduate

Team handling service experience

8 lkh ~ + lkh

Job Purpose
• Responsible for managing a team ensuring delivery of competent and consistent service in line with set

standards that results in an enhanced customer experience for bank customers.
• Review the Outcalling process to Customers for clarifying customer queries on transaction declined

due to card control not enabled, Renewal and upgrade customers for welcome call/feature

enforcement
• To ensure team meets the defined benchmarks on service experience, call handling time, quality,

revenue generation through cross sell of products…etc parameters are met consistently, including

the call productivity standard
• Ensure team meets zero defects processing of all customer requests
• Ensure team meets complete and accurate resolution within the defined TATs.
• Ensure team meets required process compliance as per the set Audit and SQ guidelines