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 (Kolkata)
🏢 Skywings Advisors
📍 Kolkata