( WASSUP TELEPHONIC INTERVIEW )
CONTACT CENTRE OPENING
Contact Person : Divya 022 40697706 , email@example.com
Opening for Unit Head - Mgr / Senior Mgr
Location : Ghansoli
Need to have team handling experience atleast 15 members
Products - BFSI / NRI / Investment role
CTC : Maximum - 8 lkhs to 10 lkhs
IJP Requisition Format
Department/ Circle Outbound Contact Center (OCC) Grade Manager / Senior Manager
Job Title Unit Head Reporting Authority
Brief Background of the Job The endeavor of OCC is to create best in class customer experience through effective use of innovative technology for a sustainable mutually beneficial relationship. As part of OCC, Unit Head would have to deliver Bank's customer engagement objective through a team of Digital/Virtual Relationship Managers (VRMs). Unit head would also support the sales targets through effective Lead management through analytics and multi channel strategy, co-ordination for sales closures, monitor process improvements to enhance productivity and ensure reduction in cost of acquisition.
Roles and Responsibilities "Broad Job Responsibilities:
1. Ensure delivery of competent and consistent customer service.
2. Monitor service standards and analyze results.
3. To drive productivity of the team.
4. Lead the team to achieve the laid down cross sell.
5. Ensure Revenue generation through effective cross selling of Bank's products.
Broad Job Role:
Distribute the daily triggers for calling
Check and monitor the call attempts versus the proper connects and analyse the reason for non-contactable customers
Review of the leads sheet for each officer and ensuring the latest lead status is always updated
Coordinating with the Sales Manager to get the latest feedback on the leads assigned
Ensure the service requests are acted upon and closed within defined TAT
Excellent Interpersonal and communication skills
Sales and service orientation and ability to achieve the assigned revenue target
Large team management experience in Banking
Online sales experience of BFSI products will be preferred.
Academic Qualifications Required Graduate / Post Graduate
Professional Relevant Work Experience Required 6- 8years
No. of Years of Relevant Work Experience Minimum 5 Years
Pre - Screening Question - 1 Large team management experience in Banking, Outbound contact centre experience, team leader experience with driving sales at an outbound call centre unit.