Virtual Care|officer Service Assessment | Jaipur

Group Company: HDFC Bank Limited Designation: Virtual Care-Officer Service Assessment (OSA) (77_1051_100071) Office Location: Sanghi Mansion (Jaipur) Jaipur (Branch) Position description: Escalation handling & Query handling on the floor - 1st level escalation call handling and 100% accurate resolution on Calls received at the PhoneBanking during the assigned shifts. - Call handling staff’s query/doubt handling on floor - Coaching and Feedback sessions for the team handled. o Nil/ Minimal complaints by customers on improper / erroneous handling of calls during the shift assigned. 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 call handling staff handled. - Error-free and timely execution of customer instructions Team Management: - Team building and motivation -Building the team in terms of service / sales / quality culture by leading by example. - Consistent performance of the team assigned on servicing of customers - RCAs of escalations & relevant feedback to be given to all stakeholder (Call handling staff / TMs/ QMs/ Trg Mgrs) - Analyse on how to reduce escalations / repeat customers - Play the role of back up to Team Manager across shifts, Holidays, leaves. - Ensure that speed of execution and timely updates and completion of all projects that get assigned Call Quality: - Deliver service quality in order to achieve Quality benchmarks defined from time to time. - First Call Resolution - +0%( for non-Complaints related calls) - Achieve defined Call Quality scores. - Achieve defined KAT Scores - Achieve defined E-process Score Audit & Process Compliance: - Ensure adherence to process and Audit requirements. - Ensure accurate and timely submission of financial transactions & requests. - Ensure Error-free logging/recording of customer requests - Adherence to set processes of updating customer interactions in CRMNext & ensuring timely updations of interactions in appropriate systems. Schedule Adherence & Service Productivity standards - Consistently meet the service productivity standards - Staff needs to meet the service productivity standards as defined from time to time - Ensure adherence to schedule and login times as applicable - Staff needs to maintain service adherence Other Operational Activities - Maintenance of records / record keeping. - Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality. - Shift Adherence - Nil Unscheduled offs - Appropriate attendance record updation - Nil Exception of ID maintenance - Adherence to Audit and compliance process as defined. Primary Responsibilities: - Ensuring appropriate handling of 1st level escalations and Queries are handled across the teams assigned - Team building & motivating assigned call handling staff towards sustained achievement of performance standards and Unit goals and ensuring mínimal attrition - Ensuring assigned team’s compliance to laid down processes and guidelines. - So that, excellent customer service, optimum productivity and efficiency of the team members are achieved. Educational qualifications preferred - Category: Bachelor's Degree Required work experience - Industry: Exposure to banking preferable - Years of experience: 1 to 2 Required Skills: - Good Team spirit - Inter personal skill - Good communication skill - Proactive & focused approach - Banking Product & Process Knowledge Required abilities - Other: - Banking Product & Process Knowledge - Communication

India
Rajasthan
Jaipur Show on map Get directions