Service productivity & efficiency standards:
Close monitoring of the Shop Floor in order to ensure that the Unit achieves the set targets/ bench mark of the following service efficiency parameters at each shift:
Service Levels
Average Speed of Answer
Abandoned rate
Ensure that the PhoneBankers effectively carry out floor monitoring in order to clear the call queues resulting in quicker answer time
• Direct/ hands-on floor monitoring for ensuring service and cross sell balance
• Effective roster management and team allocation
• Ensure adherence to schedule by all PhoneBankers
• o Handle all concern areas related to absenteeism/ late login etc
• Take corrective action basis ACD reports review- interval wise call volumes, service levels, call handling time, reasons for meeting / not meeting SL- compare actual V/s plan
• Sales, Productivity & Revenue generation:
Meet targets for cross selling of the banks products, and ensure Sales Productivity of the teams assigned/ managed
• Monitor team wise agent productivity and take prompt steps to correct gaps, thereby ensuring targets are met
• Needle Movement of the bottom performers in the entire team
• Incremental growth in performance of the low performance agents under identified areas in line of discussion Unit Head -Demonstrate the how of things on lead generation and STP products
• Ensure agent activation on the cross sell products basis defined targets / bench marks
• Handle any mis-sell related complaints
• Best in Class Customer Call experience:
Monitor / Guide PhoneBankers to handle areas of pressure (based on real time assessments of call queues, long call on agents etc)
• Monitor and ensure that the Quality scores of the teams managed consistently meet benchmarks
• Ensure that the PhoneBankers achieve their target # of call evaluations & feedback sessions
• Effectively handle second level escalations through prompt and complete resolution
• Minimal escalations post handling of customer query by assigned team
• Ensure Team Exceptions/bounces of referrals in system (CBCI) & Curing rates are the best across peers
• Nil complaints on mis-sell
• Proper call handling and 100% accurate resolution on Calls received at the Call Center during the assigned shifts
Coaching and Feedback sessions for the team handled
• o Nil/ Minimal complaints by customers on improper / erroneous handling during the supervising shift
• o Nil complaints post handling of the escalations
• Nil deviations on TAT/No Action
o Error-free & on time logging of complaints/requests/data by team of agents handled
• o Ensure agents provide complaint docket number (CDN)
• Operations, Complaints, Audit & Compliance:
Timely & accurate implementation of operational activities as allotted from time to time
• Authorizing transactions and requests basis prescribed audit guidelines
• Judicious exercising of Financial/ non financial authority /CAD
• o Timely approval of waivers / reversals basis grid /CAD
• All transactions & customer interactions resolved/ responded to within defined TAT resulting in customer satisfaction
• Error-free handling
• Nil deviations and exceptions in the transactions including waiver/ reversals , carried out by self and team
• Team compliance to laid down audit & compliance guidelines
• o Carry out self- checks from time to time
• Carry out timely creation of User IDs for staff clearance/ unlocking/ resetting of passwords etc
• as also the deletion of User IDs of exited staff
• Carry out compliance checks as defined, including confirming CC TV footage etc
• Nil Operational losses due to incorrect procedure or process handled by team
• Handle 2nd level complaints and ensure accurate & timely resolution
• Implement all actions in respect of eliminating errors in logging complaints
• Carry out defined operational activities -inputting of various customer requests, like, IPIN, TIN, FD, RD, DD/MC etc, as per audit guidelines only
• Team Management
Driving Team productivity measures & service standards on the floor
• Manage adherence to schedule for the team - Timely Logins & Staffed Time through smart shift management and break management
• Keep motivation levels of team on a high plane
• Develop and mentor team members to facilitate consistent performance & with Nil hiring gap
• Carry out regular appraisals and Performance Management of staff managed
• Lead by example
• Ensure minimal pendency of compensatory off at the end of every month
• Team building and motivation -Building the team in terms of service / sales / quality culture by leading by example
• o Minimal attrition %
o Minimal Unscheduled absenteeism
o Ensure nil/minimal(not more than 1-2) pending of com off at the end of every month
• Consistent performance of the team
Motivate to deliver consistent performance of the team
• Discipline and adherence to Bank policies and guidelines
• Handle unscheduled offs and ensure timely replacement
• o Half Hourly adherence to Service levels(Min 85%) during assigned shift
o Staffed time for agents to meet benchmarks
o Timely logins
o ATT/AHT to be below benchmarks approved by business/channel
o Aux/Hold Management
Shift Management Responsibilities:
Ensure coverage of all shifts as a Team Manager
Ensure presence of call handling staff during the allocated timeslots as per roster
Coverage of assigned shifts as a Shift Supervisor on rotational responsibilities for managing during the hours beyong 9
• 30 5
• 30 in all locations that work beyond 12 hours , and wherever required
o Timely presence during the allocated hour
• o Nil errors in Authorization/CAD
• Nil exceptions on second level escalations during the hours beyond 9
• 30-5
• 30 in wherever the center works more than 12 hours
• Administration & MIS Reporting:
Support administrative activities to ensure all administrative guidelines are adhered to- overall discipline and decorum of the Center
• Handle and ensure local distribution & availability of infrastructure such as phones, head-sets for call handling
• Ensure timely and accurate reporting of MIS as well as updates etc as sought by UH and Central team from time to time
• Track performance and effect course correction basis MIS and analysis