lead generations

Job Description

• Service productivity & efficiency standards: Close monitoring of the Shop Floor in order to ensure that the Unit achieves the set targets/ bench mark of the following service efficiency parameters at each shift: Service Levels Average Speed of Answer Abandoned rate Ensure that the PhoneBankers effectively carry out floor monitoring in order to clear the call queues resulting in quicker answer time.
• Direct/ hands-on floor monitoring for ensuring service and cross sell balance.
• Effective roster management and team allocation.
• Ensure adherence to schedule by all PhoneBankers.
• o Handle all concern areas related to absenteeism/ late login etc.
• Take corrective action basis ACD reports review- interval wise call volumes, service levels, call handling time, reasons for meeting / not meeting SL- compare actual V/s plan.
• Sales, Productivity & Revenue generation: Meet targets for cross selling of the banks products, and ensure Sales Productivity of the teams assigned/ managed.
• Monitor team wise agent productivity and take prompt steps to correct gaps, thereby ensuring targets are met.
• Needle Movement of the bottom performers in the entire team.
• Incremental growth in performance of the low performance agents under identified areas in line of discussion Unit Head -Demonstrate the how of things on lead generation and STP products.
• Ensure agent activation on the cross sell products basis defined targets / bench marks.
• Handle any mis-sell related complaints.
• Best in Class Customer Call experience: Monitor / Guide PhoneBankers to handle areas of pressure (based on real time assessments of call queues, long call on agents etc).
• Monitor and ensure that the Quality scores of the teams managed consistently meet benchmarks.
• Ensure that the PhoneBankers achieve their target # of call evaluations & feedback sessions.
• Effectively handle second level escalations through prompt and complete resolution.
• Minimal escalations post handling of customer query by assigned team.
• Ensure Team Exceptions/bounces of referrals in system (CBCI) & Curing rates are the best across peers.
• Nil complaints on mis-sell.
• Proper call handling and 100% accurate resolution on Calls received at the Call Center during the assigned shifts Coaching and Feedback sessions for the team handled.
• o Nil/ Minimal complaints by customers on improper / erroneous handling during the supervising shift.
• o Nil complaints post handling of the escalations.
• Nil deviations on TAT/No Action o Error-free & on time logging of complaints/requests/data by team of agents handled.
• o Ensure agents provide complaint docket number (CDN).
• Operations, Complaints, Audit & Compliance: Timely & accurate implementation of operational activities as allotted from time to time.
• Authorizing transactions and requests basis prescribed audit guidelines.
• Judicious exercising of Financial/ non financial authority /CAD.
• o Timely approval of waivers / reversals basis grid /CAD.
• All transactions & customer interactions resolved/ responded to within defined TAT resulting in customer satisfaction.
• Error-free handling.
• Nil deviations and exceptions in the transactions including waiver/ reversals , carried out by self and team.
• Team compliance to laid down audit & compliance guidelines.
• o Carry out self- checks from time to time.
• Carry out timely creation of User IDs for staff clearance/ unlocking/ resetting of passwords etc.
• as also the deletion of User IDs of exited staff.
• Carry out compliance checks as defined, including confirming CC TV footage etc.
• Nil Operational losses due to incorrect procedure or process handled by team.
• Handle 2nd level complaints and ensure accurate & timely resolution.
• Implement all actions in respect of eliminating errors in logging complaints.
• Carry out defined operational activities -inputting of various customer requests, like, IPIN, TIN, FD, RD, DD/MC etc, as per audit guidelines only.
• Team Management Driving Team productivity measures & service standards on the floor.
• Manage adherence to schedule for the team - Timely Logins & Staffed Time through smart shift management and break management.
• Keep motivation levels of team on a high plane.
• Develop and mentor team members to facilitate consistent performance & with Nil hiring gap.
• Carry out regular appraisals and Performance Management of staff managed.
• Lead by example.
• Ensure minimal pendency of compensatory off at the end of every month.
• Team building and motivation -Building the team in terms of service / sales / quality culture by leading by example.
• o Minimal attrition % o Minimal Unscheduled absenteeism o Ensure nil/minimal(not more than 1-2) pending of com off at the end of every month.
• Consistent performance of the team Motivate to deliver consistent performance of the team.
• Discipline and adherence to Bank policies and guidelines.
• Handle unscheduled offs and ensure timely replacement.
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Keyskills :
service levelsshop floorteam buildingcross sellinglead generation