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

Internal

QUANTITATIVE • Achieving the targeted Quality Score.

- Achieving the targeted conversion ratio.
- Demonstrate robust leadership skills
- Maintaining a robust MIS

📌 Area Business Head - Phone Sales (Kolkata)
🏢 Skywings Advisors
📍 Kolkata