Sky Service RL-L & D Manager-Sky Channel-Contact Centre Inbound

• Responsible for managing a team of 70-100 officers & 6-7 Team leaders handling inbound calls in Retail Liabilities


• Responsible for Recruitment and People retention


• Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks


• Plan and Manage Service Level including forecasting, rostering, etc


• Manage and Deliver on business metrics – SLA, Sales, AHT, Quality, Staffing, etc


• Liaise with other teams to understand business impact factors, bring efficiency in the processes and resolve issue-based situations


• Manage Floor to monitor discipline on floor, resolve officer’s queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, shrinkage, etc.


• Manage escalated customer calls (complaints) with end-to-end resolution

Job Description

• Graduate or MBA


• Minimum 8 to 10 years of relevant experience in servicing of financial products and at least one year in managing supervisors (in turn handling officers)


• Excellent communication skills – Verbal & Written


• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays


• Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc


• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity


• Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers