About the role
The Unit Manager plays a pivotal role in overseeing the Contact Centre's Phone Banking operations, ensuring efficient management of team leaders and front-end officers. This position involves strategic planning, performance monitoring, and process improvement initiatives to drive customer satisfaction and revenue generation. The ideal candidate should possess strong leadership skills, a deep understanding of customer service dynamics, and a proven track record in team management.
Experience Required:10 to 12 years
Key Responsibilities:- To use resources at optimal level to achieve target and productivity.
- To plan Term & Non-Term sales strategies with Hourly/Daily Targets, DRR, execution plan to meet monthly targets.
- To oversee resolution of incidents and ensure RCAs for customer escalations are responded to on time.
- To ensure compliance with highest level of customer confidentiality and adherence to all processes.
- To reward and felicitate TOP performers and motivate team to achieve monthly targets.
- To act as a bridge between officers and supervisor for maintaining healthy relationships.
- To manage the overall journey of a front end officer from hiring to separation.
- To coordinate with internal teams for customer resolution and attend process reviews.
- To conduct random call/tagging audits and share observations for error reduction.
- To conduct sessions/meetings for process improvement and error reduction.
- A graduate degree is essential.
- 10-12 years of experience in customer service domain is required.
- Team handling experience and leadership roles are preferred.
- Strong Customer and Quality Focus.
- Professional Entrepreneurship mindset.
- Drive for Results and Influence and Impact.
- Lead and Develop people.
- Ability to Enable Change and Build transparent and inclusive teams.
- High integrity and strong ethical standards.
- Customer Service Management
- Strategic Planning
- Team Leadership
- Process Improvement
- Performance Monitoring
- Conflict Resolution
- Change Management
- Customer Relationship Management
- Communication Skills
- Data Analysis
- Project Management
- Training and Development
- Compliance Management