01Overview
Job Description:
Description :
Responsible for overseeing the performance of a team of contact center operators, Develop plans to achieve the call center targets.
Responsibilities
Team Leaders has to ensure seamless servicing of customers. Agents are made aware of the Scorecard targets & Portfolio Benchmark.
Ensure that there is cross sell to the customer on asset products as offered by the Bank. Income to be generated at a customer level.
Ensure that cross sell targets on Third Party Products is met for the Unit. Ensure Staff are trained on product knowledge and requisite certifications.
Review Daily Sales Report of the staff and provide guidance on ways to improve on the same. Managing and monitoring performance of all the sales resources.
Periodic review of customer base i.e. Contractibility, Eligibility, Product penetration & profitability. Take appropriate action to activate every customer / improve the product penetration .
