Sky VRM - Team Leader-Sky Channel-VRM - Support
ConfidentialThane, India6 days ago
Job description. Graduate with 7+ years of experience or Post Graduate with around 5 years of experience, of which a min 3 years leading a team of 15+ Full Time Employees. . People management skill essential. . Experience in working in a tele-sales or relationship management in BFSI preferred. . Certified in AMFI / IRDA. . Good listening skills and strong communication abilities. . Team Player. . To exclusively handle Wealth / Privy Outbound calls- schedule equivalent experience profiles from other competitors. . This skill will also do sales with assigned customer based mapped to them. . Measure of outcomes - NPS, Service Level, Service Quality and Sales. . Responsible for quality communication and customer servicing within laid down productivity and service benchmarks. . Ensure customer 'delight' and consistent service experience, including timely resolution of customer queries / issues. . Complete the logs specified by the process (End-of-day target). . Adherence to Information Security norms & quality process norms. . To be aware of and comply with any updates about the process. . Act on the feedback given by Team Leader / Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance. . Should be a least graduate. . No western line candidates to be scheduled, kindly hunt profiles residing near to Thane. . Should not have employment gap for more than a month. . Should have at least completed a year in current org. . Better soft skills - conversational skills and English versant scores 7+. . Flexible to work on rotational week offs.
Job Role : Team Leader
- . Lead a team of Virtual Relationship Managers (VRM) responsible of service, sales, and profitability from assigned portfolio.
- . Collaborating with fulfilment teams to ensure best in class conversion ratios.
- . Ensure availability of trained manpower to maintain production at 100% capacity.
- . Meet cost to income ratios as determined by Score card.
- . Adherence to Standards of Performance.
- . Meeting Customer Satisfaction index as measured through NPS surveys.
Job Requirements :
Job Role : VRM Officer
Differentiated training to make them universal phone banking officers - cross training in cards, liabilities, assets.
Job Requirements :
Skills Required
Relationship Management
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Support Team • Thane, India
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