Unit Manager (Contact Centre)

Role & Responsibilities

Customer Interaction & Escalation Management:

• Attend escalations and ensure quick resolution.
• Interact with customers for feedback on GIB products, services, and responsiveness of officers.

People Management:

• Evaluate productivity of all officers/team members on predefined parameters.
• Provide feedback on productivity and quality.
• Drive reward and recognition programs to motivate the team.
• Regularly train team on processes, products, and soft skills.
• Highlight top and bottom performers through MIS reports.
• Guide the team on exception scenarios.
• Ensure adherence to bank PERSONALITY guidelines.
• Liaise with internal stakeholders (NRI product team, NOC, NRI Program Team) for queries and escalations.
• Distribute leads regularly among team members.
• Monitor daily account numbers and funding values.
• Keep senior management informed about team performance.
• Train team members on new products, processes, and services.

Targets:

• Achieve business targets for active accounts, CASA + FD book growth, and cross-selling of products.
• Meet quality targets based on quality scores and customer feedback.

Stakeholder Management & Compliance:

• Liaise with stakeholders on customer queries.
• Participate in audits, compliance checks, product reviews, and management reviews.