Team Leader-Outbound Phone Banking

1. REPORTS TO

• Specialist-OutboundPhone Banking
• REPORTING INTO
• Officers/Seniorofficers Phone Banking -Outbound

1. ROLE PURPOSE & OBJECTIVE

• Responsiblefor managing a team of 15 to 20 Officers & Senior Officers ofOutbound customer service
• Saleslead generation through various campaigns targeted on outboundsales calling for new customer acquisition.
• Trackconversion across campaigns and products.
• Assistsinternal verticals in understanding sales opportunities andgenerate leads across product lines.
• Conductbasic training for tele callers for their campaigns.

1. KEYDUTIES & RESPONSIBILITIES OF THE ROLE

Business/Financials

• Monthlytarget adherence
• Increaselead conversion from cross selling
• ValueGeneration from campaigns
• Regularfollow up with business team and coordinating with branches andother alternate channels
• Designnew campaigns

Customer (Both Internal & External)

• Marketavailable training opportunities to employees and providenecessary information
• Provideperformance feedback to team members & responsible for theprofessional development of the members.
• Customerretention checks.
• Conductbasic training for tele callers for their campaigns.

InternalProcess

• Developmodels for improving sales lead generation through variouscampaigns.
• Attrition& Shrinkage to be managed within the existing parameters.
• AssistsBusinesses with understanding sales opportunities.

Innovation & Learning

• Ensuregoal-setting, mid-year review and annual appraisal process withinspecified timelines for self and for the team.
• Ensureweekly reviews are conducted with the team.
• Awarenessof standards and best practices of peers in the banking industry
• Maintainadequate knowledge of company products, services & processes

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational Qualifications

• Graduatein any discipline

Experience (Years and Core Experience Type)

• 2+years of work experience in sales, service, helpdesk, ortele-calling preferably

Functional Skills

• RelationshipManagement
• BusinessManagement
• CustomerRelationship
• Upsellingand Cross Selling

Behavioral Skills

• Goodcommunication skills both oral and written
• Goodinterpersonal management skills
• Problemsolving skills
• Decisionmaking ability

Competencies

• BanksProduct Knowledge
• Planningand Organizing Skills
• Salesand Influencing Skills
• Awarenessof Banking regulations

1. KEY INTERACTIONS

INTERNAL

EXTERNAL

• Operationsteam
• Branchteam
• Productsteam
• ServiceQuality
• Deliverablesteam