Age : 28 -34 yrs
Department : Phone Banking
Job Title/Position : Team Manager - Virtual Relationship Manager -PBK
Reporting Position : Head-Video Banking-PBK
Job Size :
Number of reportees : Nil
JOB PURPOSE :
Responsible for managing a team of 8 VRM - Inbound in order to ensure the responsibilities detailed below :
- To deliver competent and consistent service along with the Superior Digital Experience to our customers through 24x7 Video Banking and tollfree no.
- To ensure the objective is to enhance customer relationship by providing face to face interaction facility to the customer through video call & voice calls with toll free no are met.
- To ensure that the Team consistently meets the defined agent productivity targets on call handling time, Quality parameters and cross-selling of Bank products in order to contribute to the Unit's achievement of the revenue generation targets.
Key Accountabilities :
Team Productivity and Service standards :
- Driving Team productivity measures & service standards.
- Manager adherence to schedule for the team - Timely logins & staff time through smart shift managements and break managements
- Handle unscheduled offs and ensure timely replacement.
Best in Class Customer call Experience :
- 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.
Measures :
- 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.
Salary Offered: 6 - 12 LPA
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