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
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