Team Manager-Asset Desk

Service productivity & efficiency standards: Close monitoring of the Shop Floor in order to ensure that the Unit achieves the set targets/ bench mark of the following service efficiency parameters at each shift: Service Levels Average Speed of Answer Abandoned rate Ensure that the PhoneBankers effectively carry out floor monitoring in order to clear the call queues resulting in quicker answer time.
Direct/ hands-on floor monitoring for ensuring service and cross sell balance.
Effective roster management and team allocation.
Ensure adherence to schedule by all PhoneBankers.
o Handle all concern areas related to absenteeism/ late login etc.
Take corrective action basis ACD reports review- interval wise call volumes, service levels, call handling time, reasons for meeting / not meeting SL- compare actual V/s plan.
Sales, Productivity & Revenue generation: Meet targets for cross selling of the banks products, and ensure Sales Productivity of the teams assigned/ managed.
Monitor team wise agent productivity and take prompt steps to correct gaps, thereby ensuring targets are met.
Needle Movement of the bottom performers in the entire team.
Incremental growth in performance of the low performance agents under identified areas in line of discussion Unit Head -Demonstrate the how of things on lead generation and STP products.
Ensure agent activation on the cross sell products basis defined targets / bench marks.
Handle any mis-sell related complaints.
Best in Class Customer Call experience: Monitor / Guide PhoneBankers to handle areas of pressure (based on real time assessments of call queues, long call on agents etc).
Monitor and ensure that the Quality scores of the teams managed consistently meet benchmarks.
Ensure that the PhoneBankers achieve their target # of call evaluations & feedback sessions.