About the role
Designation:
Location: India Rajasthan International Busi cntr,Jaipur
Organization: Financial Services
Job Description:
4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated
**Key Result Areas (**Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
Contact center operations
- Inbound duties include answering to product enquiries and accepting and servicing incoming queries, requests & complaints
- Outbound duties include welcome calling to all new customers and other types of engagement and servicing outcall
- Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly
- Ensure customer requests/queries/complaints are effectively managed by Service agents without impacting the SLA, TATs or customer satisfaction
- Manage escalations received from team members, and facilitate quick resolution
- Highlight process deviations as shared by customers with relevant internal stakeholders for ensuring process compliance in their respective teams
- Carry out data analysis to derive insights for ensuring process optimization
- Organize trainings for team members to update them with information around new products, regulatory changes, etc.
Sales assist & business generating operations
- Ensure sales assist out call is done to all leads received through various marketing and business development activities
- Ensure customer is taken through the onboarding journey with complete explanation and clarity on the process & requirements
- Aim to successfully convert maximum number of leads to customers and pass the same to sales teams
- Perform cross selling and upselling calling to existing customers
MIS & Reporting
- Ensure compliance of all processes with regulatory guidelines and ABFSG standards
- Track and analyze MIS dashboard related to customer queries, complaints, SLA and TAT achievement, and draw insights from the same
- Share updates on operational issues with Section Head – Service Delivery
Team Management
- Build a strong, efficient and motivated team of customer service agents for the contact center
- Ensure the team is up to date on the latest product offerings across the different business verticals in order to respond to customer requests
- Define performance metrics and standards as per the prescribed SLAs, quality parameters and TATs
- Provide guidance and support to team members on an ongoing basis, and recommend trainings for the team
Millions of jobs, with real people getting hired every day
Questions, answered
Click "Apply with JobAssist" – we tailor your resume and application to this role and submit it for your approval.
Yes. This role at Aditya Birla Group was screened before publishing – we confirmed the employer before listing it.
The employer didn't disclose a salary range for this listing. JobAssist shows pay whenever it's available.
This position can be done from anywhere, with no in-office requirement.
Yes – every application is tailored from your profile and this job's requirements, and you can review and edit before it's sent.