Area Business Head

Area Business Head Phone Sales

POSITION / DESIGNATION

Area Business Head – Phone Sales

JOB RESPONSIBILITIES

• To manage the day-to-day planning, operations & problem solving of the team of agents to meet with the required service level components, standards & sales target.
• To manage & motivate the sales & quality performance of the team.
  
• To ensure that the agents are delivering their individual target.
• To establish connect with Distribution Points (Branches) & make the Branch staff engaged in distribution of IndiaFirst Policies.
  
• Managing the team, adherence to schedule, ownership & problem resolution
  Call monitoring, coaching & feedback sessions. Responsibility for delivery of the defined customer experience in every call.
• Recommendation for products & process development based on the customer’s feedback.
• Compiling reports on teams performance & customer feedback
  Work closely with the agents to improve the productivity & understand agents problems & weakness & resolve the same.
• Responsible for all HR related issues affecting team members.
  
• Database analysis & effective distribution
  
• Responsible for creation of spot contests

KEY PERFORMANCE INDICATORS

QUALITATIVE

• Effective closure of the calls by utilising the allocated resources
• Achieving/Exceeding predetermined company targets and KPI’s
• Managing Processes within the defined TAT’s

QUANTITATIVE

• Achieving the targeted Quality Score.
• Achieving the targeted conversion ratio.
• Demonstrate strong leadership skills
• Maintaining a robust MIS

PREFERRED CREDENTIALS

• WORK EXPERIENCE

Minimum 4 years of work experience in call centre

• QUALIFICATIONS

Graduate, MBA would be an added advantage

• COMPETENCIES

• Basic computer knowledge/technological skills.
• Good verbal and written communication skills
• Ability to manage difficult customer situations within the team, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
• Punctuality
• Analyze the various parts of a problem properly and develop logical solutions
• Ability to manage operational challenges faced by the team
• Quality management- look for means of improving as well as promoting quality
• Ability to make efficient use of resources
• High level of motivation
• Flexible approach to working hours
• Attention to detail
• A sound knowledge of telephone etiquette