Location
Chennai | India
Job description
Should be fluent in Hindi
Immediate joiners are preferred
CTC Max 15L
Call 7200550458, 9043251593, 7092982513
JD: Team Manager
Role Details
ï'· Lead a team of Supervisors and customer service representatives / officers in a manner that the
team consistently meets the business objectives in areas of Customer service, Channel usage,
Cross selling and Revenue generation. Prepare dashboard
ï'· Manage the day-to-day operations of the unit as per defined processes and ensure compliance
to audit guidelines.
ï'· Focus on day to day operations and ensure that unpredictability in call volumes is handled. Give
feedback and discuss performance with each team member on a periodic basis.
ï'· Responsible for training call centre agents to make sure that service delivery on their part is
always up to speed. Allocating work-time to call centre agents according to the workload
(frequency of calls)
ï'· Oversee the recruitment of required and qualified personnel to fill job openings for call centre
officers
ï'· Maintain and enhance call centre operations by supervising system performance(s), identifying
and providing solution(s) to problems.
Overall Job Description
Roles and responsibility
ï'· Develop new and expand existing customer relationships for CASA and assets
ï'· Building effective relationship with clients to retain and developing sustainable relationship
ï'· Identify client financial and other banking needs and cross sell the required products to
ensure stickiness with bank
ï'· Work closely with other departments to ensure that customer instructions are executed in
timely and correct manner
ï'· Improving customer experience by collating customer feedback identifying areas to improve
such as operational, administrative processes and competitiveness of products and services
ï'· Maintaining an awareness of relevant products and services available from group sources
and elsewhere in order to provide the best solutions for clients
ï'· Maintain complete relationship record for assigned client accounts
ï'· Daily monitoring of call flow and volumes for the team.
ï'· Ensure, the officers are engaging with all customers regularly and in a proper manner by
monitoring the calls.
ï'· Conduct sup reviews to increase team's productivity.
ï'· Review of the leads sheet for each officer and ensuring the latest lead status is updated
ï'· Aid the officers in their problem areas like objection handling, product features, pitching
ï'· Maintain a track of officer's performance w.r.t leads, conversions, income, achievement of
portfolio parameters etc
ï'· Conduct daily huddles and team meet to ensure job expectations and productivity is
maintained.
ï'· Coordinating with the Sales Manager to get the latest feedback from the sales executives
ï'· Tracking and highlighting possible customer issues due to improper lead management
SLA Management activities
ï'· Service Level monitoring
ï'· Floor walking
ï'· Floor escalations
ï'· Maintaining & Preparing dashboard.
Score card metrics and team activities
ï'· Regular Feedback Sessions Held
ï'· Attend Quality Call Calibration & maintain standard Scores (Variance)
ï'· Monitor Team Statistics (Quality, Revenue - Conversion rate/ Lead
rate/CPP/Upgrade/Personal Loan/Insurance, Call Handling time, Customer Facing
Time, Appreciations)
ï'· Monitor team's achievement % of Score Card (including team stats, Avg Team Activity
Achievement, Ideas, LMS scores Attrition) to be monitored regularly
ï'· Share regular team Training Need Inputs with trainer for refreshers
ï'· Other Mandatory activities
ï'· Conduct regular Calls audits
ï'· Night Shift Handling Process
ï'· Process to handle Suspicious
ï'· Handle Escalation calls.
ï'· Conduct Pre post daily huddles.
ï'· Monthly team meets
Behavioural Traits (Examples)
ï'· Energetic
ï'· Broad management capabilities, including people, process, and technology
management
ï'· Proven leadership skills
ï'· Demonstrated ability to work well in a team environment, Self-motivated and should be
dedicated to provide exceptional service to the bank.
ï'· Solid problem-solving skills
ï'· Ability to think tactically
Functional Traits: (Examples)
ï'· Good leadership capabilities to lead projects to successful completion
ï'· Effective presentation, verbal/written communications skills and interpersonal
skills
ï'· Excellent command on PowerPoint and excel.
ï'· Ability to work efficiently in a high demand, team oriented, and fast-paced
environment.
ï'· Ability to maintain customer confidentiality.
ï'· Ability to express ideas in clear and concise manner.
ï'· Orgainse Employee enagagement activities indoor and outdoor
ï'· CSR activities to be oreganised and co-ordinated
ï'· Market and competition information gathering connects and skillset required
ï'· Excellent in power-point presentations
ï'· Flexible for role movements every year within Contact Centre
Job tags
Salary
