Recruitment Specialist at Rekrut India Pvt Ltd
Views:205 Applications:56 Rec. Actions:Recruiter Actions:0
Team Manager - Outbound Contact Centre - BFSI (8-17 yrs)
- Proper call handling & 100% accurate resolution on calls by VRM - Inbound
- Query and doubt handling
- Escalation handling
- Coaching and Feedback session for team handled
Sales & Revenue Productivity :
- Consistently meet the service productivity standards.
- Ensure adherence to schedule and login times as applicable.
Process Compliance :
- Ensure adherence to process and audit requirements.
- Ensure accurate and timely submission of financial transactions.& requests
- Adherence to set processes of updating customer interactions in the system
Call Quality :
- Team member achieve Quality benchmarks defined from time to time.
- Exceptional / Very Good rating in Service Quality audit/checks.
- First Call Resolution - 90%( for non-complaint calls)
MIS - Reporting : To ensure accurate and timely reporting of MIS as circulated.
- Maintain the service level target defined by Channel.
- Staffed time for VRMs to meet the bench mark.
- To ensure timely login by staff.
- To ensure the ATT / AHT to be below benchmark set by channel.
- Accurate and timely resolution of complaints/ customer issues.
- Error free servicing to the customer.
- Nil / Minimal complaints by customers on improper / erroneous handling during the supervising shift.
- Nil complaints post handling of the escalations. Nil deviations on TAT / no action.
- Error-free & on time logging of complaint/requests/data by team of VRMs-Inbound handled.
- Ensure VRMs provide complaint docket number (CDN)
- Meet Service productivity standards as defined from time to time.
- Maintain schedule adherence
- Error-free logging/recording of customer requests and adherence to processes defined.
- Consistently achieve defined Call quality scores.
- Timely and accurate reporting of defined MIS.