Receive inbound calls and resolves customer query.
Shifts can be both 24/7 and day shifts.
Clients are both International and Domestic.
Archives
Deputy Manager (TL) – Sales Background
“Duties and Responsibilities:
Motivating and inspiring the team to surpass their potential.
Improving the team and facilitating the communication among the members of
team.
Exceeding and meeting departmental objectives, including conversion targets, and
lead generation.
Creating sense of ownership within the employees and resolving employee issues,
if any.
Encouraging, supporting, and motivating actively one’s peer team.
Looking constantly for development as well as continuous improvement for the
entire team.
Monitoring, organizing, and coaching team on a day-to-day basis.
Communicating the company’s purpose, core values, vision to the front
employees.
Ensuring that the employees follow their schedules properly as designed.
Striving for new ways continually, to increase the opportunities of sales.
Handling escalated calls, complaints, questions, and queries as necessary.
Facilitating cross-functional communication within employees for improved
working condition.
Creating a conducive work environment for all the call center’s employees.
Carrying out team meetings and actively participating in the monthly and weekly
meetings.
Documenting general reports on each team member’s performance and targets as
well as ensuring that they exceed the targets.”
Sr. Dialer Officer
“Roles & Responsibilities:
1. Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are
penetrated efficiently and effectively to meet established business goals and client scorecard
parameters
2. Implement a comprehensive dialing strategy based on analytics which encompasses manual,
preview and predictive dialing campaigns in combination with attended messaging and blast
campaigns.
3. Develop, analyze and distribute agent statistics and identify trends to help determine the need for
strategy changes and/or training
4. Optimize daily performance on the Dial Connection Telephony platforms and ensures appropriate
staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact
volume
5. Responsible for day-to-day administration and monitoring of predictive dialer system including
design, build and maintenance of campaigns, calling lists, filters, reports and list strategies
6. Manage dialer performance metrics to world class standards including service levels, occupancy
and call routing to ensure KPI's are surpassed
7. Executing dialer strategy for multiple departments
8. Manage daily campaign strategies and campaign loads are penetrated efficiently and effectively
including left messages via human or virtual
9. Responsible for development, testing, implementation and production of daily business reporting
10. Completes regular Quality Assurance monitoring of the dialer systems and processes
11. Ensure State/Country compliance requirements
12. Functions as primary point of contact to dialer strategies (sales) and advocate for team strategic
insight, results and makes recommendation for process/system changes
13. Identifying and implementing process improvements.
14. Effective communication verbal and written skills, excellent time management and organizational
skills, attention to detail and problem solving skills and demonstrated analytical competencies”
Quality Analyst – Team Leader
“ROLES & RESPONSIBILITIES:
– Participates in design of call monitoring formats and quality standards.
– Provide actionable data for agent improvement.
– Coordinates and facilitates call calibration sessions for internal as well as external.
– Monitoring calls of QAS & providing them feedback on timely basis.
– Prepares and analyses quality reports for management staff review.
– Suggests training needs and developments.
– Handling quality related escalations & taking action against the same on timely basis.
– Contribute for the initial hiring and selecting process.
– Coach and guide team to think proactively and encourage them to improve on process and
productivity.”
Quality Analyst (Linguistic – Malayalam & Telugu )
“ROLES & RESPONSIBILITIES:
1. Participates in design of call monitoring formats and quality standards.
2. Performs call monitoring and provides trend data to site management
team.
3. Uses quality monitoring data management system to compile and track
performance at team and individual level.
4. Monitors email customer contacts.
5. Participates in customer and client listening programs to identify
customer needs and expectations.
6. Provides actionable data to various internal support groups as needed.
7. Coordinates and facilitates call calibration sessions for call center staff.
8. Provides feedback to call center team leaders and managers.
9. Prepares and analyzes internal and external quality reports for
management staff review.
10. Suggests training needs and developments”
Loan Officer
“ROLES & RESPONSIBILITIES:
1. Prospecting with suspect leads. A suspect is a person who has still not decided on taking a
loan.
2. Converting a suspect to a prospect. This involves the following:
Establishing contact with the prospect, this could involve several calls and may need a
call at a time beyond office hours.
This will also involve making calls at different times in order to achieve success.
Need Analysis
Eligibility Profiling
Setting up an appointment
Follow up with the prospect post every meeting with the sales officer until conclusion.
3. Basis feedback from the prospect, seek interventions from the senior sales resource or by
your own-self in satisfying customer needs with the objective of converting the prospect to
a customer
4. Responsible for conversion of suspects to prospects to customers
5. Provide support to the sales team in increasing conversions by:
Prompt calling to all suspects / prospects
Timely follow up with all prospects
Cordial relationships with the sales officer mapped.
Collaboration with the sales officer in providing feedback.
6. Responsible for complete knowledge of company products and policies as well as those of
competition
7. Responsible for quality of the conversation, which entails the following:
Accuracy
Product Knowledge
Appraisal Skills
Punctuality & TOS
TAT commitments
8. Ability to handle objections
9. Updating the software. You must capture your conversation with the customer effectively
such that a third person is able to carry on the conversation with the customer where you
left off.
10. Generating References: The quality of your conversation and your ability to connect with
the customer is also reflected in the number of references that you generate.
11. Providing market feedback to the supervisor: It is important to share with your supervisor
any trends that you come across whilst speaking to a prospect. Examples could be
objections from prospects regards the processing fee being charged by us vis-à-vis the same
being charged by a specific competitor.”
Financial Advisor
“Roles & Responsibilities:
Contact businesses and private individuals by telephone to promote services
Should be able to explain the product and its benefits to the customers
Resolving customer queries
Customer follow up and feedback post initial interaction
Record customer and transaction details and obtaining customer information
Schedule appointments for sales staff to meet prospective customers”
Branch Manager
“Responsible for managing the profitability of Branch.
Closely monitor revenue against cost and generate revenue through Equity/ TPP and any other new launch.
Manage team of RM, ASM and Ensure proper segregation of customers and active clients mapped to RMs.
Increasing sales, reaching the targets and goals set for the area, Channel management
Monitor brokerage of the branch/dealer and income from other products.
Monitoring team’s performance and motivating them to reach targets (ASM, RM, BSO)
Manage the clients in the locality within the said radius.
Handle overall branch operation, risk and administration related activities
Ensure connectivity in the branch.
Coordinating with the research team for advice/review of portfolio for top customers on a regular basis.”
Relationship Manager(Dealer)
“1. Trading on behalf of the clients
2. Building relationships with clients & educating them about Investments
3. Client Acquisition as per targets and cross selling of 3rd party products (MF, Insurance, SIP etc)
4. Client meetings and bank branch visits as per goal sheet.”
Commodity Dealer
“1. Dealing on behalf of clients
2. Activating new clients
3. Deal in commodity market
4. Revenue generation”