Team Lead Contact Center

ameriprise; Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Ameriprise India LLP, part of Ameriprise Financial Inc., provides client-based financial solutions and values an inclusive, collaborative culture. This role delivers world-class phone service to high-priority advisors and clients, resolving complex issues and proactively communicating resolutions.

You will lead a team of contact center professionals, coach performance, and partner with HR and leaders on career development, quality reviews, and process improvements.

Qualifications

• Experience in a service call center or transaction processing.
• Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
• Proven ability to research and resolve complex, high-priority service issues in a timely manner.
• Strong written and verbal communication skills.
• Demonstrated ability to work directly with high-priority internal and external customers.
• Experience of team handling

Responsibilities

• Lead a team of contact center resources to ensure SLA adherence through timely and accurate resolution of advisor and client queries.
• Coach phone agents on policies, procedures, system knowledge, and customer service skills; handle escalations as needed.
• Partner with HR and leaders to formulate career progression and employee development plans.
• Provide leadership and motivate team members through coaching and mentoring, 1-0-1s and team meetings.
• Perform quality reviews including real-time and recorded call monitoring and end-to-end validation.
• Share quality results with agents and leaders, identify gaps and facilitate trainings.
• Assist in process improvement initiatives and participate in business-driven projects.

Skills

People leadership

Customer service

Communication

Team handling

Call center experience

Job description

About Our Company

Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm's focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection.

Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Job Description

Provide world-class, specialized phone service to high-priority advisors, clients, or other relationship partners to successfully resolve customer-initiated service issues in an innovative manner. Respond to more complex issues (which may be related to basic investment products, general securities products, or insurance products) escalated from service teams, and take a lead role in communicating resolution status updates to appropriate parties. Proactively initiate customer contact to ensure the highest possible quality of customer service.

Key Responsibilities

• Responsible to lead a team of contact center resources and ensure effective service level adherence through timely and accurate resolution of advisor and client queries on a daily basis
• Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, system knowledge & customer service skills. Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed
• Partner with Human Resources and functional Leaders to formulate career progression / employee development plans
• Provide Leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques, individually through periodic 1-0-1 meetings, and also at a team level through regular huddles and team meetings
• Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels
• Share quality results with phone agents and leader, identify gaps and facilitate trainings. Serve as a mentor to provide agents with feedback to improve their overall performance
• Assist in customer service-related, business-driven, process improvement initiatives, or related projects to provide subject matter expertise, as well as serve as a resource to less-experienced customer service team members, as necessary
• Participate in business-driven projects and initiatives

Required Qualifications

• Experience in a service call center or transaction processing.
• Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
• Proven ability to research and resolve complex, high-priority service issues in a timely manner.
• Strong written and verbal communication skills.
• Demonstrated ability to work directly with high-priority internal and external customers.
• Experience of team handling

Preferred Qualifications

• Product-specific or financial services industry experience.
• Prior experience with service recovery techniques and processes.

In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders - clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full-Time/Part-Time

Full time

Timings

(8:00p-4:30a)

India Business Unit

AWMPO AWMP&S President's Office

Job Family Group

Client Service

Ameriprise India LLP is an equal opportunity employer

We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law.

Accessibility Statement

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to