- Handle multiple call center.
- Coordinate with multiple fund AMCs.
- Handle second/third level escalations.
- Presenting Call center proposal to new clients.
- Setting up white labeled call centers.
- From recruitment to ensuring that the Associate is trained to take calls/ meeting deadlines are met.
- Monitoring of Inbound / Outbound Calls of Associates.
- Assigning Outbound calling activity to Associates.
- Assigning Email activity to Associates.
- Daily monitoring of Manpower Allocation versus Campaign.
- Focus on Call Flow / Call Queue.
- Barge / Monitor Live Calls randomly to give feed back to the FI and to the Associates.
- Timely intimation to AMC of any possible complaint to AMFI/SEBI/Regulatory body.
- Preparation of various MIS as per Client's requirements, for Inbound & Outbound.
a) Hourly
b) Daily
c) Weekly
d) Monthly
e) Location-wise
- Associate Efficiency monitoring and Training.
- Co-ordination with Service Provider and Internal Tech Team for any software or system related issues.
- Ensuring periodic review of the IVR for Updations/Deletions, if any.
- Active interaction with the Respective MF Unit to resolve queries or redress complaints.
- ISO / ISMS Co-ordination with reference to User Creation / Disable.
- Coordinating with HRD for Manpower Recruitment.
- Interviewing Candidates.
- Taking care of the Training needs of the newly recruited / existing associates.
- Ensure Associates are NISM Compliant.
- Manage leaves and attrition levels without impacting service deliveries to the service recipient.
- Appraise Associates on New Development in the Product, Process, Latest Maket Developments, Management Change, Address Change, AMC Related Changes.
- Council the Associates periodically.
- Devising methods to improve the Productivity and Quality of Associates.
- Work on Job Rotation to ensure all the Associates are aware of all process.
- Monitoring Associates Performance, Breaks, Call Quality in other locations.
- Follow-up with Units BO the ensure queries are answered and completed within TAT, and escalate in case of breach in TAT.
Report Sent to Management on Regular basis.
- Customer Rating / Feedback Calls - Weekly basis.
- Irate / Disconnect Calls Details - Daily basis.
- Quality Check file - Monthly Basis.
- Incase feedback is below 5 marks, in-depth analysis is done.
- Customer Feedback - Monthly
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