01Overview
Role Title
Team Leader Call Center
Employee Interviewed
Reports To
Call Center Manager
Company
Muthoot Fincorp Limited
Function/Department
Operations & Change Management
Location
Hyderabad
Written By
Sabarinath Menon (Lead OD & Performance)
Approved By (Functional Head)
Date (Written On)
September 2024
ROLE SUMMARY (PURPOSE)
The Team Leader (TL) in a call center for Muthoot Fincorp Limited (MFL) is responsible for supervising a team of call center agents, ensuring high levels of performance, customer satisfaction, and compliance with regulatory standards. They provide coaching, conduct performance evaluations, and collaborate with other departments to optimize operations and achieve business objectives.
ORGANIZATIONAL CHART
KEY RESPONSIBILITIES
Team Supervision: Lead, motivate, and manage a team of call center agents to meet performance targets and deliver exceptional customer service. Performance Monitoring: Track team metrics such as call volume, customer satisfaction, and resolution rates, providing insights to improve performance. Coaching and Training: Conduct regular coaching sessions, skill development workshops, and performance reviews to enhance team capabilities. Compliance Management: Ensure adherence to RBI regulations and internal policies while handling customer interactions and sensitive data. Issue Resolution: Address escalated customer complaints and complex issues, ensuring prompt and effective resolution. Reporting: Prepare and present reports on team performance, trends, and areas for improvement to senior management. Collaboration: Work closely with the training, quality assurance, and operations teams to align goals and improve overall service delivery. Recruitment and Onboarding: Assist in hiring and onboarding new agents to maintain team strength and performance.KEY INTERACTIONS
Internal Stakeholders
External Stakeholders
Call Center ExecutivesTrainerQuality AuditorBranch TeamKEY SKILLS & BEHAVIOURAL ATTRIBUTES
Customer service management Team leadership and training Sales and cross-selling strategies Call center software proficiency (CRM tools and systems) Data analysis and reporting Behavioral Attributes- Driven and in alignment with our Purpose Transforming the life of the common man by improving their financial well-being and anchored by our core value of integrity, collaboration, and excellence. EDUCATION / EXPERIENCE
Minimum Qualification: Any Graduate. Nature of Experience: 3+ years of experience in a customer service or call centre function, preferably in financial services. .
