Posted:4 days ago|
Platform:
Work from Office
Full Time
Achieve Service productivity & efficiency standards / bench mark by ensuring that the PhoneBankers consistently deliver across all - service efficiency parameters.
• Meeting teams sales productivity & core product sales targets, thereby contributing to the Units sales and productivity achievement. Contribute towards meeting the cost: income target for the Unit.
• Ensuring best-in-class customer experience by the team of agents / PhoneBankers, by ensuring seamless query resolution on calls, seamless transfer of escalations to PhoneBankers when required and effective handling of 2nd level escalations.
• Ensuring adherence to Operations processes aimed at zero defect transaction processing & meeting the Audit & Compliance and Regulatory guidelines.
• Ensuring that the PhoneBanking Unit is managed efficiently by providing adequate support during the Shift Management, rendering Financial Authorisation and maintaining targeted service levels across all shifts.
Building the team in terms of service / sales / quality culture by leading by example & ensuring high standard of motivation amongst the PhoneBankers.
• Delivering consistent Call Quality & service delivery as per set standards that results into enhanced customer experience. So that, the PhoneBankers achieve the defined objectives in areas of Customer service, Call Quality, Process adherence & and revenue generation through cross-selling.
Hdfc Bank
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