Akam Hdfc Tele

2 weeks ago

Delhi, Delhi, India Kapil Consultancy Recruitment Services Full time
**Overview
A Position Overview****Position Title
Assistant Key Account Manager

**Department
HDFC Bank - Tele Vertical

**Level/ Band
Sr. Executive/AM

B Organizational Relationships****Reports To
Area MAnager

**Supervises

C Job Dimensions****Geographic Area Covered
HDFC Bank Tele Floor

**Stakeholders Internal
HDFC Bank Tele Supervisors / Phone Bankers

**External

D Key Result Areas****Organization process
Key contributions

Frequency

**Training

  • Prepare training material for New Phone Bankers
  • Certification/ Motivation of Phone bankers
  • Timely Completion of training
  • Coaching callers based on quality scores for improvement
  • Training to improve sales
Daily / Monthly

**Quality Evaluations

  • Ensure Quality Lead generation from the Phone Banker
  • Ensure regular monitoring of quality of calls and completion of monitoring within defined timelines
  • Timely feedback to caller
  • Collect customer feedback and review scripts regularly
  • Conducting Monthly certifications for the unit to assess product/process/ system.
  • Analyze the training requirements bases the feedback shared.
Daily / Monthly

**MIS

  • Prepare the Quality MIS
  • Ensure the MIS is published to the relevant stakeholders on time.
Daily/ Weekly/ Monthly

**Others

  • Assist in preparation of process notes or system requirements
  • Projects to improve overall lead quality
**E

Skills Required:

**Technical

  • Good Knowledge of MS Office / MS Excel
**Behavioral
**Essential
**Desired
**Interpersonal skills
**Communication skills
**Creative thinking skills
**Supervising/Leadership skills
**Teamwork Skills
**Influencing skills
**Relationship Building skills
**Decision making skills
**Advance Excel skills

F Incumbent Characteristics
**Essential
**Desired
**Qualification
Graduation

Post-Graduation

**Experience
At least 2-3 years of experience in call centre industry, in Quality / Training process.

Any industry

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