Job Description
• 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 30 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 30-30 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.
Skills
• Banking Product & Process Knowledge
• Team Management.
• Planning and Organizing Skills
• Communication.
• Ability to develop a set of team.
• Sales and Influencing Skills
• Planning and Organizing Skills
• 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 30 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 30-30 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.
Skills
• Banking Product & Process Knowledge
• Team Management.
• Planning and Organizing Skills
• Communication.
• Ability to develop a set of team.
• Sales and Influencing Skills
• Planning and Organizing Skills
💡 Quick Summary
Seeking a career-building opportunity? The Team Mgr|Phone Bkg position is now open for candidates interested in the Bank Jobs sector. This role in Jaipur offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
