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Team Manager-Outbound Customer Care - CLCM

Job Title : VC-Team Mgr-Outbound Customer Care

Business Unit (PA) : Virtual Care

Team : PhoneBanking Care

Reports to (job) : State Head / Unit Head

Location of role : Pan India

Job Fn : Service

Role Type: Supervisory Role

No of direct reportees: 12

Travel Required: No

Job Purpose

Responsible for managing a team & ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.

· Review the Outcalling process to Customers for clarifying customer queries on transaction declined due to card control not enabled, Renewal and upgrade customers for welcome call/feature enforcement

· To ensure team meets the defined benchmarks on service experience, call handling time, quality, revenue generation through cross sell of products…etc parameters are met consistently, including the call productivity standard

· Ensure team meets zero defects processing of all customer requests

· Ensure team meets complete and accurate resolution within the defined TATs.

· Ensure team meets required process compliance as per the set Audit and SQ guidelines.

Key Responsibility Areas :

Activities

Customer Interaction & Query/Complaints Management

Ensure team successfully handles outbound calls of customers regarding card control:

· Clarifications & queries on transactions declined due to card control not enabled

· Renewal and upgrade customers for welcome call/feature enforcement

· Responding to customers with the resolution within the defined TATs.

· Process the requests as per defined process, while ensuring adherence to the customer authentication process.

· Answering customer calls within the specified call answer time.





· Adherence to the defined service delivery standards.

· Accurate data capture of the request details as instructed by the customer. Process adherence in respect of submission of the relative annexure to the supervisor for authentication / further action.

· Accurate and complete data capture of the customer issues / complaints in the relative formats. Logging of the complaints in the system, as per the laid down process. Proper follow-up with the concerned department / branches for resolution and closure of the complaints.

· Attempting to delight the customer by striking a relationship and fulfilling needs.

· Call back to customers in case of any unresolved queries etc.

· Appropriately escalating cases to the Supervisor.

· Ensure agent activation on the cross-sell products basis defined targets / benchmarks.

Call Quality:

Ensure team delivers on following points

· Deliver service quality to achieve Quality benchmarks defined from time to time.

· Achieve defined Call Quality scores.

· Achieve defined E-process Scores

Audit & Process Compliance:

Ensure team adheres to following

· Ensure adherence to process and Audit requirements.

· Ensure accurate and timely submission of financial transactions & requests.

· Ensure Error-free logging/recording of customer requests

Team Management

- 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.
- Keep motivation levels of team on a high plane. Develop and mentor team members to facilitate consistent performance & with Nil hiring gap.
- Carry out regular appraisals and Performance Management of staff managed. Lead by example.

· Minimal attrition %

· Minimal Unscheduled absenteeism

- Motivate to deliver consistent performance of the team.

Schedule Adherence & Service Productivity standards:

Ensure team meets following

· Consistently meet the service productivity standards – Staff needs to meet the service productivity standards as defined from time to time

· Ensure adherence to schedule and login times as applicable – Staff needs to maintain service adherence

Other Operational Activities

Ensure team adheres to following points

· Maintenance of records / record keeping.

· Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.

· Shift Adherence

· Nil Unscheduled offs

· Appropriate attendance record updation

· Nil Exception of ID maintenance

· Adherence to Audit and compliance process as defined.

Key Skills

· Good Team spirit

· Interpersonal skill

· Valuable communication skill

· Proactive & focused approach

· Banking Product & Process Knowledge

· Influencing Skills / interpersonal skills

Qualification & Skills Required:

· Graduate

· Banking Product & Process Knowledge

· Good Communication skills

· Influencing Skills and interpersonal skills

· Experience Required: Minimum experience in years – 0-5 years, Exposure to banking preferable

📌 Team Manager for Leading Bank (Ahmedabad)
🏢 Mspire Ventures
📍 Ahmedabad