1. Driving the Key Performance Indicators of the team, viz Service Levels , Average Handling Time, Talk Times, AUX Times , on the floor of the Call Center during the assigned shifts.
2. Consistently delivering on the defined Service & Sales productivity targets for the assigned team
3. Ensuring appropriate handling of escalations and judicious utilization of financial & non financial authority for authorizing - reversals, referals , instructions according to Audit guidelines during the shifts assigned and across the teams assigned..
4. Team building & motivating assigned agents towards sustained achievement of performance standards and Unit goals and ensuring minimal attrition.
5. Ensuring assigned teams compliance to laid down processes and guidelines.
Key Result / Responsibility Areas:
Team Productivity & Service Standards:
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.
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
o Call Pitch In, based on requirement (about 10 calls/day).Ensure that all managed portfolios
Sales & Revenue Productivity:
Cross selling of the banks products as per plan and targets for the team
Sales target achievements across products assigned for the team- Sold per 100 calls:
o Term , DAE , PL2CC
o General Insurance
o Life Insurance
o Retail Assets
o Limit enhancement
Retention (Inbound)- Retention success Performance v/s agreed Targets for Unit.
Best in Class Customer Call Experience on the floor
Proper call handling and 100% accurate resolution on Calls received at the Call Center during the assigned shifts.
Agent query/doubt handling on floor
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).
Shift Supervision Responsibilities
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.
o Nil exceptions on First level escalations during the hours beyond 9.30-5.30 in wherever the center works more than 12 hours.
Operations/ Audit & Compliance:
Error-free and timely execution of customer instructions.
Team compliance to audit guidelines on password sharing ,ID usage and updations..
Carry out defined operational activities -inputting of various customer requests, like, IPIN, TIN, FD, RD, DD/MC etc, as per audit guidelines only.
o Nil Audit exceptions on the following
o Nil exceptions on waivers / reversals basis approved CAD.
o Mobile/Pen/Paper usage where ever applicable.
o Compliance to audit stipulations on ID creation / deletion for assigned team.
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.
o Consistent performance of the team
Reporting of local data /MIS for team/unit:
Accurate and objective reporting of team statistics within specified TAT and format.
Whenever assigned rotating responsibilities within unit for reporting
o Nil errors and exceptions.
o Nil delays in reporting
Back up Responsibilities & Projects
Play the role of back up to Team Manager and peer Team Leaders across shifts, Holidays,leaves.
Ensure that speed of execution and timely updates and completion of all projects that get assigned
Support administrative related activities to ensure all administrative guidelines are adhered to- overall discipline and decorum of the Center.
o Discipline and adherence to Bank policies and guidelines.
Leading Private Sector Bank