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 solid leadership skills • Maintaining a robust MIS