Unit Head - Chat Desk - Bank

Unit Head Chat Desk for a Leading Bank

Client is one of India's premier banks providing a wide range of financial products and services to over 43 million customers. They are looking for an enthusiast for position on Unit Head Chat Desk

Job Purpose:

- Responsible to manage the Team & Team leaders comprising of Bank officers who respond to customer's chat.

- To ensure all officers in the team deliver results with assigned productivity targets and quality to achieve the overall objective of Customer satisfaction.

- To effectively manage the team through motivation skills and interpersonal skills, to achieve the common objective of Customer satisfaction.

- To effectively guide and coach the team to help them achieve all performance parameters, there by achieving the overall goals of the unit.

- Define and execute strategy to optimize online chat experience, deliver results, and oversee overall channel success

- Manage the strategic evolution of our online chat program as well as identify and drive the use of other emerging online customer engagement tools

- Develop and implement methods and activities to increase customer experience, overall satisfaction, and retention

- Create personalized experiences for customers engaging via chat or online contact methods

- Use data and opportunity-identification methodology to help prioritize the work needed

- Be an authority to grow the inventory of high impact chatbot conversation flows

- Assist with the development of the bot operations roadmap and strive to meet quarterly targets

- Ideate and create customer journeys through self-service experiences like bot messages, and product builds, measure and improve our deflection rate

- Engage with cross-functional teams such as IT, Product, Marketing etc, when needed to understand the details of their business needs

- Stay current on industry trends, provide recommendations for improvement, and implementation, and adapt team operations to remain innovative

- Foster a culture of continuous improvement

- Provide team and leadership feedback on regular basis.

- Conduct Appraisal discussions.

Responsibilities:

- SLA / TAT

- To provide faster resolution to customer queries through effective shift management and liason with other functions.

- Rostering of the team to be done basis expected weekly volumes to ensure all customer chats are responded to, within the agreed timelines.

- Plan of action to be circulated to the team and Team Leaders everyday in a timely manner and ensure cases are prioritized in such a way to meet the timeline committed to customer.

- Ensure that team raises NFCR queries to other functions in a timely manner and with adequate details, so that resolution is received without any delays.

Team Productivity:

- Drive the team to achieve the productivity targets set, to ensure prompt response to customer chat.

- Proactively plan the productivity numbers based on vintage and learning curve, specific to individuals. Same to be done considering the increase in volumes and targets on turn around time.

- Identify training needs of the team and conduct coaching sessions to improve the learning curve.

Customer Focus & Service Experience:

- Drive the team to provide resolution of queries to be Customer Focused by providing faster and accurate qualitative resolution / response

- To provide individual feedback to the officers based on internal / external sample checks done. Detail discussion to be had to ensure the gaps are highlighted in a coaching style and action plans are drawn to improve overall quality in email handling.

- To keep the team updated on all product and process related information, to ensure complete and accurate information is shared with the customer in every interaction.

- To have a structured mechanism of assessing officer knowledge levels on all areas related to the job.

- To ensure adequate resolution in every email interaction, in order to avoid customer approaching the next levels of escalation to have his query resolved.

HR and Administrative compliance:

- To create a satisfying and motivating work atmosphere for the team, thereby keeping the staff attrition minimal.

- To maintain accurate attendance record and leave record.

- Effective ID maintenance to ensure there are no sharing of ids or active ids after any staff exit.