Walkin Address :

Mumbai : 9th Floor, HDFC BANK, kanjurmarg east, Mumbai / POC - Venkatesh

Department : Classic on Phone

Job Title : Floor Manager - CoP

Reporting Position : Region Head - CoP/Centre head-COP

JOB PURPOSE: (Why does the position exist, WITH what objectives and WITHIN what limits) :

Responsible for management of business and service for a set of 5 to 6 supervisors and their respective teams. Drive the Supervisor to meet the set objectives in areas of Service, Quality, Income ratio, agent productivity

Accountability :

Supervisor Productivity :

- Ensure the Supervisor meets his income targets

- Portfolio parameters like CTG, IPH, STP, Unique grp sold to etc should progress as per plan

- Take corrective steps and guide the team to achieve the portfolio objectives

- Identify the weak area of each team and implement changes to address the issue.

- To drive productivity measures across the supervisors to ensure the business objectives are met

Staffing and Training :

- Staffing- PB and Supervisory staff as per approved strength

- Manage agent attrition within 20%.

- Monthly Assessment of each Supervisory staff on product/ process knowledge

- Responsible for organising training sessions for his/ her team in consultation with the UH / Training Manager.

- To ensure a resource of trained staff to meet the business challenges. In order to ensure right staffing and adequate training has been imparted to deliver consistent and competent services and to improve product knowledge for higher cross sell.

Call Quality/ Service Quality :

- Do customer feedback basis VoC

- Identify the top 20 customers for each Supervisor and track the group's performance

- Ensure call evaluations & call barge-ins happened as per defined process & timelines

- Monitor timely resolution of all customer complaints from the team.

- Ensure NIL instances of inadequate closures

- Carry out checks on PB interaction records like CRA Mars, Emars etc

- To ensure that each supervisor implements actionables that result into competent and consistent service delivery as per service standards. In order to enhance the customer experience on calls.

MIS - Reporting and Analysis :

- Ensure reporting of MIS and business details as per defined process within the TAT.

- Analysis of the MIS in order to identify areas of improvement.

- Analysis of reports and implementation of actionables basis analysis in the following areas-

- Product penetration into portfolio

- Performance on quality parameters like CTG, IPH and Unique group sold to

- Analysis of existing product holding details and devising sales strategies

- Sales numbers and revenue generation

- Accurate and timely reporting of MIS.

- Analysis of performance and plan actionables.

Administration :

- Error free, timely processing of all administrative activities.

- Ensure the phonelines, stationery etc are indented & maintained in a proper manner

- Responsible for leave management, attendance records etc for the his / her team

- To ensure all administrative functions relating to staffing, infrastructure etc is carried out as per process

- Responsible for management of business and service for a set of 5 to 6 supervisors and their respective teams. Drive the Supervisor to meet the set objectives in areas of Service, Quality, Income ratio, agent productivity

Supervisor Productivity :

- Ensure the Supervisor meets his income targets

- Portfolio parameters like CTG, IPH, STP, Unique grp sold to etc should progress as per plan

- Take corrective steps and guide the team to achieve the portfolio objectives

- Identify the weak area of each team and implement changes to address the issue

Staffing and Training :

- Staffing- PB and Supervisory staff as per approved strength

- Manage agent attrition within 20%.

- Monthly Assessment of each Supervisory staff on product/ process knowledge

- Responsible for organising training sessions for his/ her team in consultation with the UH / Training Manager.

Call Quality/ Service Quality :

- Do customer feedback basis VoC

- Identify the top 20 customers for each Supervisor and track the group's performance

- Ensure call evaluations & call barge-ins happened as per defined process & timelines

- Monitor timely resolution of all customer complaints from the team.

- Ensure NIL instances of inadequate closures

- Carry out checks on PB interaction records like CRA Mars, Emars etc

MIS - Reporting and Analysis :

- Ensure reporting of MIS and business details as per defined process within the TAT.

- Analysis of the MIS in order to identify areas of improvement.

- Analysis of reports and implementation of actionables basis analysis in the following areas-

- Product penetration into portfolio

- Performance on quality parameters like CTG, IPH and Unique group sold to

- Analysis of existing product holding details and devising sales strategies

- Sales numbers and revenue generation

Administration :

- Error free, timely processing of all administrative activities.

- Ensure the phonelines, stationery etc are indented & maintained in a proper manner

Responsible for leave management, attendance records etc for the his / her team

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.