Contact Centre Head - Banking

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):

- Energetic

- 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