Team Leader - Contact Center - Bank

Role Overview:

The Team Leader – Phone Banking is responsible for supervising a team of Phone Banking Officers, ensuring high service quality, customer satisfaction, and driving revenue through sales after service. The role requires strong leadership, performance monitoring, complaint resolution, and training capabilities to enhance both operational efficiency and sales effectiveness.

Key Responsibilities:

Team Supervision & Performance Monitoring

• Manage and lead a team of 12–15 phone banking officers
• Track individual and team performance through metrics such as call abandoned ratio, average handling time, and repeat callers
• Drive operational efficiency and ensure quality in every customer interaction

Customer Service & Complaint Management

• Handle end-to-end complaint resolution by ensuring timely closure and proactive escalation handling
• Focus on enhancing customer satisfaction and service delivery standards
• Monitor and improve Net Promoter Score (NPS) through quality inbound interactions

Sales After Service

• Motivate and guide the team to identify sales opportunities during service calls
• Drive cross-sell revenue by promoting suitable banking products in each interaction

Training & Development

• Conduct need-based training programs to improve the team's product knowledge and communication skills
• Keep the team updated with the bank's latest products, systems, and process changes

Reporting & MIS

• Prepare daily, weekly, and monthly MIS reports to track performance and provide insights to senior management
• Use data to make informed decisions for team improvements and operational planning