Call Centre Manager

CALL CENTRE MANAGER

REPORTING TO: GENERAL MANAGER

KRAs:

- Quality and TAT

- Productive Man-hours

- 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.

- Hourly

- Daily

- Weekly

- Monthly

- 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 at CAMS 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

- Preparing call center performance PPT and presenting the same to Client.

- Other than the above, any activity given by the management is to be prioritized and handled.

- Mid-Term / Yearly appraisal for the AM / TL / Associates.

- Approve the leave in HRMS.

- Visit AMC office for Product updates.

- Attend Call Centre Review Meeting with COO.

- Co-ordinate with all the Unit Managers.

- Travel to other locations / AMC branches.

- Give Feedback / Suggestions to improve the service.