Channel Enablement Group-officer

3 weeks ago


India HDFC Bank Full time

Department- Channel Enablement Group- Job posted on- Feb 16, 2024- Employee Type- Permanent-Sales Vertical- Experience range (Years)- 0 - N.A.**Group Company**: HDFC Bank Limited

**Designation**: Channel Enablement Group-Officer

**Position description**: To ensure Regular checking of Dialer Application with nil / mínimal productivity loss and to Support business in achieving business targets by optimizing the campaign efficiency

**Primary Responsibilities**:

- A) Effective Dialer Management:

- Accountable for the daily setup of and monitoring of calling campaigns & strategies.
- Altering campaign parameters to maximize efficiency/effectiveness where necessary.
- Devise, Execute and monitor the database strategy for Outbound Calling
- Co-ordination with the IT /CISCO support team for technical assistance and functioning.
- Dialer IDs Management (Creation, Modifying, Resetting & Deleting).
- Highlighting gaps and issues and escalating as per the following laid down process.
- Agent mapping to Skillset and skillset mapping to Campaigns.
- B) Report & MIS Management:

- Real time monitoring of Agent Statistics,
- Real time monitoring and reporting of of TAT for ICE segment and in future LBC leads as well.
- Real time monitoring and reporting of abandon rates and TSE inactive time.
- Centrally drive the process deliverables through designing and executing constituent level reports and MIS for lead management
- Create detailed disposition analyses & BTC (Best time to Call) to present inputs and feedback to the Line teams & Channel Teams.
- EOD reporting on Agent APR and Dialer inventory for the assigned project.
- Do drill down analysis on all dialer performance / Hygiene metrics.
- Analysis of all portfolio performance daily/weekly/monthly/annually & provide specific inputs to improve

**Additional Responsibilities**:

- This job holder is responsible to ensure:

- a) Regular checking of Dialer Application to ensure nil / mínimal productivity loss.
- b) Supporting business in achieving business targets by optimizing the campaign efficiency
- c) Managing Dialer ID’s includes creation/modification/deletion etc
- e) Campaign management (Creation, modifying, configuring the dialer campaigns & map users / skillgroup in campaigns)
- f) Extension to be identified & mapped against users & Portfolio's for Inbound and outbound calls in relationship based process.
- g) Tracking the efficiency parameters like TAT, FTNR, lead coverage, calling TAT etc and ensure achievement on the set benchmarks.
- h) Works closely with SM’s & team and supports in achieving the team's goals

**Educational qualifications preferred**
- **Category**: Bachelor's Degree, Master's Degree
- **Field specialization**: Operational & Analytical

**Required work experience**
- **Industry**: BFSI
- **Role**: Fresher/Sales
- **Years of experience**: 0 to 3

**Required Skills**:

- Basic understanding of products, processes & business rules
- Good awareness of best data handling / transformation / loading practices
- Ability to deliver set goal

**Other**:

- Reporting Designation: Head - Channel Dialer Operations
- Reporting Department-Sub BU: Channel Enablement Group



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