Assistant Key Account Manager HDFC Bank Tele Channel

Position Title

Assistant Key Account Manager

Department

HDFC Bank - Tele Vertical

Sr. Executive / AM

B Organizational Relationships

C Job Dimensions

Geographic Area Covered

HDFC Bank Tele Floor

Stakeholders Internal

HDFC Bank Tele Supervisors / Phone Bankers

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

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
• 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

Technical

Good Knowledge of MS Office / MS Excel

Communication skills

Creative thinking skills

Supervising / Leadership skills

Influencing skills

Relationship Building skills

Decision making skills

Advance Excel skills

F Incumbent Characteristics

Experience

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

Any industry