- Own team performance on AHT, NPS, Accuracy, Compliance and Schedule Adherence
- Run huddles, 1:1 coaching, call/email reviews; action plans for BQM (Below Quality Metrics)
- Handle escalations; ensure timely case closure and customer feedback capture
- Work with WFM/RTA for rosters, shrinkage control and intraday recovery
- Coordinate with QA/Training on defects, refreshers, and certification
- Publish daily/weekly performance reports to stakeholders
- End-to-end process flows across accounts/cards/digital banking
- Quality frameworks (CQM/COPC principles) and audit requirements
RnP metrics and SLA governance
Job Function
BUSINESS PROCESS SERVICES
Role
Team Leader - Customer Relationship Management (Retail)
Desired Skills
Team Leader
Desired Candidate Profile
Qualifications : BACHELOR OF COMMERCE
