Thursday , March 4 2021

Phone Banking – HDFC Bank Job Vacancy

Website HDFC

Job Description:

Service productivity & efficiency standards: Close monitoring of the Shop Floor in order to ensure that the Unit achieves the set targets/ bench mark of the following service efficiency parameters at each shift: Service Levels Average Speed of Answer Abandoned rate Ensure that the PhoneBankers effectively carry out floor monitoring in order to clear the call queues resulting in quicker answer time. Half Hourly adherence to Service levels(Min 85%) during assigned shift o Staffed time for agents to meet benchmarks o Timely logins o ATT/AHT to be below benchmarks approved by business/channel o Aux/Hold Management Shift Management Responsibilities: Ensure coverage of all shifts as a Team Manager Ensure presence of call handling staff during the allocated timeslots as per roster Coverage of assigned shifts as a Shift Supervisor on rotational responsibilities for managing during the hours beyong 30 30 in all locations that work beyond 12 hours , and wherever required o Timely presence during the allocated hour.

Job Responsibilities:

  • Effective roster management and team allocation.
  • Ensure adherence to schedule by all PhoneBankers.
  • Handle all concern areas related to absenteeism/ late login etc.
  • Take corrective action basis ACD reports review- interval wise call volumes, service levels, call handling time, reasons for meeting / not meeting SL- compare actual V/s plan.
  • Operations, Complaints, Audit & Compliance: Timely & accurate implementation of operational activities as allotted from time to time.
  • Authorizing transactions and requests basis prescribed audit guidelines.
  • Judicious exercising of Financial/ non financial authority /CAD.
  • Timely approval of waivers / reversals basis grid /CAD.
  • All transactions & customer interactions resolved/ responded to within defined TAT resulting in customer satisfaction.
  • Error-free handling.
  • Nil deviations and exceptions in the transactions including waiver/ reversals , carried out by self and team.
  • Team compliance to laid down audit & compliance guidelines.
  • Carry out self- checks from time to time.
  • Sales, Productivity & Revenue generation: Meet targets for cross selling of the banks products, and ensure Sales Productivity of the teams assigned/ managed.
  • Monitor team wise agent productivity and take prompt steps to correct gaps, thereby ensuring targets are met.
  • Needle Movement of the bottom performers in the entire team.
  • Incremental growth in performance of the low performance agents under identified areas in line of discussion Unit Head -Demonstrate the how of things on lead generation and STP products.

Job Requirements:

  • Banking Product & Process Knowledge
  • Planning and Organizing Skills
  • Communication.
  • Ability to develop a set of team.
  • Sales and Influencing Skills
  • Planning and Organizing Skills

Job Details:

Company: HDFC

Vacancy Type: Full Time

Job Functions: Other

Job Location: Faridabad, Delhi, IN

Application Deadline: N/A

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