Roles and responsibilitiesAssists a team of 8-12 phone banking officers
Focusses on service quality and customer satisfaction by proactive escalation handling
Handles end to end complaints management by ensuring timely closure of customer complaints
Sets performance parameters & deadlines to monitor the performance of the team members and strives for operational efficiency by keeping a track on call abandoned ratio, average handling time of each officer, repeat callers etc.
Motivates the team towards cross-selling thereby driving the productivity of the workforce
Conducts need based training programs to enhance the skill sets of the team and to keep them updated with companys latest products and processes
Participates in recruitment and retention of quality officers and fosters a culture of team work to achieve the business objectives
Prepares MIS(daily, weekly, monthly) to provide feedback to the top management
Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year
Ensures team productivity by providing guidance, ongoing feedback and coaching to individuals to enable achievement of the defined goals
Practices and leads by example to inculcate a sense of accountability, responsibility, integrity and respect within the team members
Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, and reputational and audit risks as instructed by the departmental manager.
Executes the established internal control systems and compiles relevant information for departmental audits, as necessary.
Salary: INR 4,00,000 - 8,00,000 PA.
Industry:Banking / Financial Services / Broking
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role:Assistant Manager/Manager -(NonTechnical)
Desired Candidate Profile
Ace Recruitment and Placment Consultants Pvt Ltd