Roles and ResponsibilitiesAs a Team Leader – Subscriber Services, the incumbent shall be responsible for delivery of a team providing administrative services that our Subscribers would require CFT Resources at IDC to help them with.
This would include, however, not limited up to:
• Tasks Creations
• Transaction Processing
• Document Capture
• Outbound voice process to set up Check By Phone, Web Payments with creditors (Voice Profiles only).
• Be a Subject Matter Expert and provide mentoring to all team members on issues needed.
• Be able to manage the team members directly for any coaching or supervision needs.
• Identify areas needing further intervention of the Process Manager.
• Work with Counterparts for facilitation of Process related issues.
• Be able to have On-Point communication with creditors to set up Payments in a proficient manner
• Relay all information needed & as provided for successful setup of payments
• Address customers in a professional and respectful manner
• Take ownership of issues in order to follow-up on outstanding requests and escalate issues when necessary
• Maintain up-to-date knowledge on business areas
• Maintain broad knowledge about company’s products and services
Desired Candidate Profile• MBA/PG/Graduate with at least 7 years of experience in the Voice services for a business in the Finacial Services or Banking Industry.
• Has at least 1 year of experience of handlinmg a team of at least 5-6 Direct Reports.
• Proficient with Reporting Skills and has confidence with Google, MS Office Suite Apps.
• Ability to interact with Client-Level Counterparts for effective resolution of process related issues.
• **Should have scored 60% & above throughout academics
• Good Communication Skills (English – USA)
• Sensitization in American Culture
• Open to work in Night Shift
• Proficiency in Typing (35 wpm)
Salary: 5,00,000 - 8,00,000 P.A.
Industry:BPO / Call Centre
Role Category:Back Office/Web/Transaction Processing
Employment Type:Full Time, Permanent
PG:Post Graduation Not Required
Doctorate:Doctorate Not Required