4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)-Maximum 10 KRAs can be updated

Contact center operations

• Inbound duties include answering to product enquiries and accepting and servicing incoming queries, requests & complaints
• Outbound duties include welcome calling to all new customers and other types of engagement and servicing outcall
• Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly
• Ensure customer requests/queries/complaints are effectively managed by Service agents without impacting the SLA, TATs or customer satisfaction
• Manage escalations received from team members, and facilitate quick resolution
• Highlight process deviations as shared by customers with relevant internal stakeholders for ensuring process compliance in their respective teams
• Carry out data analysis to derive insights for ensuring process optimization
• Organize trainings for team members to update them with information around new products, regulatory changes, etc.

Sales assist & business generating operations

• Ensure sales assist out call is done to all leads received through various marketing and business development activities
• Ensure customer is taken through the onboarding journey with complete explanation and clarity on the process & requirements
• Aim to successfully convert maximum number of leads to customers and pass the same to sales teams
• Perform cross selling and upselling calling to existing customers

MIS & Reporting

• Ensure compliance of all processes with regulatory guidelines and ABFSG standards
• Track and analyze MIS dashboard related to customer queries, complaints, SLA and TAT achievement, and draw insights from the same
• Share updates on operational issues with Section Head - Service Delivery

Team Management

• Build a strong, efficient and motivated team of customer service agents for the contact center
• Ensure the team is up to date on the latest product offerings across the different business verticals in order to respond to customer requests
• Define performance metrics and standards as per the prescribed SLAs, quality parameters and TATs
• Provide guidance and support to team members on an ongoing basis, and recommend trainings for the team