CEO at Ascendz HR Solutions
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Contact Centre Head - Banking (10-15 yrs)
Roles and Responsibilities:
- 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
- Manage the day-to-day operations of the unit as per defined processes and ensure compliance to audit guidelines.
- 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.
- Responsible for training call center agents to make sure that service delivery on their part is always up to speed. Allocating work-time to call center agents according to the workload (frequency of calls)
- Oversee the recruitment of required and qualified personnel to fill job openings for call center officers
- Maintain and enhance call center operations by supervising system performance(s), identifying and providing solution(s) to problems.
Overall Job Description:
VRMs roles and responsibility:
- Develop new and expand existing HNI customer relationships for CASA and assets
- Building effective relationship with clients to retain and developing sustainable relationship
- Identify client financial and other banking needs and cross sell the required products to ensure stickiness with bank
- Work closely with other departments to ensure that customer instructions are executed in timely and correct manner
- Improving customer experience by collating customer feedback identifying areas to improve such as operational, administrative processes and competitiveness of products and services
- Maintaining an awareness of relevant products and services available from group sources and elsewhere in order to provide the best solutions for clients
- Maintain complete relationship record for assigned client accounts
- To ensure that each VRM meets the defined objectives of the Portfolios raced under VRM program.
- Daily monitoring of call flow and volumes for the team.
- Ensure, the VRM is engaging with all his customers regularly and in a proper manner by monitoring the VRMs calls and VOC calls.
- Conduct sup reviews to increase teams productivity.
- Review of the leads sheet for each VRM and ensuring the latest lead status is updated
- Aid the VRM in their problem areas like objection handling, product features, pitching
- Maintain a track of VRM performance w.r.t leads, conversions, income, achievement of portfolio parameters etc
- Conduct daily huddles and team meet to ensure job expectations and productivity is maintained.
- Coordinating with the Sales Manager to get the latest feedback from the sales executives
- Tracking and highlighting possible customer issues due to improper lead management
- SLA Management activities
- Service Level monitoring
- Floor walking
- Floor escalations
- Maintaining & Preparing dashboard.
- Score card metrics and team activities
- Regular Feedback Sessions Held
- Attend Quality call Calibration & maintain standard Scores (Variance)
- Monitor Team Statistics (Quality , Revenue - Conversion rate/ Lead rate/CPP/Upgrade/Personal Loan/Insurance, Call Handling time, Customer Facing Time, Appreciations)
- Monitor teams achievement % of Score Card (including team stats, Avg Team Activity Achievement, Ideas, LMS scores Attrition ) to be monitored regularly
- Share regular team Training Need Inputs with trainer for refreshers
Other Mandatory activities:
- Conduct regular Calls audits
- Night Shift Handling Process
- Process to handle Suspicious
- Handle Escalation calls.
- Conduct Pre post daily huddles.
- Monthly team meets
Behavioural Traits (Examples):
- Broad management capabilities, including people, process, and technology management
- Proven leadership skills
- Demonstrated ability to work well in a team environment, Self-motivated and should be dedicated to provide exceptional service to the bank.
- Solid problem-solving skills
- Ability to think tactically
Functional Traits: (Examples)
- Good leadership capabilities to lead projects to successful completion
- Effective presentation, verbal/written communications skills and interpersonal skills
- Excellent command on PowerPoint and excel.
- Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
- Ability to maintain customer confidentiality.
- Ability to express ideas in clear and concise manner.
- Orgainse Employee enagagement activities indoor and outdoor
- CSR activities to be oreganised and co-ordinated
- Market and competition information gathering connects and skillset required
- Excellent in power-point presentations
- Flexible for role movements every year within Contact Centre
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