Team Leader - DBC
To manage the day–to-day planning, operation and problem-solving of a team of Personal Banking Advisors to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused PBA’s and to act as the communication conduit between Frontliners and Management. To offer creative solutions.
KEY RESULT AREAS:
Live call monitoring and Call scoring: Periodic call monitoring. TL to score on quality evaluation sheet and file score for review of service manager.
Buddy coaching Listening to live calls along with the agents for on job coaching. Buddy coaching sheet to be created for marking areas of improvement and areas coached in.
Quality Report Review – Discuss quality report with agents and highlight common mistakes. Also, maintain a Soft or Hard file for review and comparison purpose.
Mystery Calling: Mystery calling by the TL’s on product basis.
TL outbound feedback and survey: TL to contact customers from their respective team’s and obtain feedback on the quality of service given to them [ Feedback questionnaire to be created]
Recommendation for tests: Recommendation to be given to Training Manager for test and revision required on products.
Daily FAQ’s – Daily FAQ’s to be obtained from the team and cascaded to FAQ FSO and training manager to assist in building knowledge database and training material.
Information flow: TL responsible for flow of information to PBA’s from management and product teams.
Productivity report: To send adherence report to monitor agent’s current performances. [Eg. Log in time / Not Ready time / Return to Queue / No of calls answered / Outbound call duration]
MTD Productivity report: TL to guide agents on MTD productivity periodically for ABU purpose.
Sales report: TL to review sales targets periodically based on reports provide by Sales Manager to analyze agents performance in relation to their monthly ABU’s target.
Cross pollination: [Top sellers interacting with non sellers] Encourage buddy training with Top sellers to cross pollinate best practices [New Agents / Agents weak in sales]
Daily tracker: Implement daily tracker sheet for all new agents for first three months, and implement on all agents falling short in sales for review and inspection purposes subject to TL discretion.
One on One Session: TL to complete One on One session with each agent at least once a month for performance review [which will cover Sales progress / Quality progress / Productivity progress / Disciplinary issues (Log in / Punctuality / Leaves) other issues and concerns], motivate and guide agents and access job satisfaction.
Team meetings: TL to have team meetings every month assigned on a fix day and fixed time in co-ordination with Service manager.
Adherence tracking: TL to track agents leave’s, swaps, and punctuality and take disciplinary action against non- adherer’s
Agent Folder / Filing: Each TL to create agent File to store all agent related reports and documents [ HR / One on One Progress / Quality reports]
Daily Debrief – All agents doing morning shift must be debriefed by TL at end of the shift prior to leaving for the day.
Banc24 / Email Cm follow up: Team leader to address PBA call follows ups primarily through Banc24 and occasionally through email (for quick kill cm service issues with other units) on a daily basis.
Supervisor Calls: TL to attend team’s supervisor calls upon cm request subject to TL discretion.
Projects / Process improvements: TL to be responsible for projects assigned by Unit head and service manager related to process improvements in DBC focusing on key areas: Customer satisfaction, employee satisfaction, improved productivity and efficiency, cost saving and revenue generation
Floor supervision: TL to supervise floor during peak hours to ensure agent adherence and assist in on call problem resolutions
Agent Growth and Motivation: TL responsible for motivation of PBA to delivery quality work and service through PBA tenor, and track growth possibilities.
New Agent Team Induction :
Orientation session [One on One with TL/ Casual] : TL to get to know the agent, Introduce himself
Schedule initial team training sessions [One on One with TL/ Formal] TL to have orientation sessions about ABUS- sales / Quality / Productivity
Training on team Practices [TL / Senior agents]
TL buddy coaching
Outlook training / Personal Folder usage [To be done by training dept.]
Live monitoring: TL to monitor new agents calls [timeline to be discussed]
Contribute for the initial hiring and selecting process of the front liner.
Training and development of staff as per requirements.
Recommendations and taking charge for product and process development based on customer feedback and analysis of the same.
Conducting performance appraisal for the team.
People Management including all HR related issues as well as staff development.
Compiling reports on Team’s performance and customer feedback.
Knowledge, Skills and Experience
University graduate.
Excellent people management skills and conflict management.
Minimum of 3 years experience in a Sales or Service industry.
Customers focus and service orientation.
Motivational skills and positive attitude
Ability to think creatively and challenge
existing systems and processes.
Analytical & numeric skills.
Business sensitivity.
Problem resolution skills.
Ability to work under pressure and think on his/her feet.
Dynamic, results-oriented approach to work.
Adaptable, versatile & capable of managing changes.
Apply to Job
KEY RESULT AREAS:
Live call monitoring and Call scoring: Periodic call monitoring. TL to score on quality evaluation sheet and file score for review of service manager.
Buddy coaching Listening to live calls along with the agents for on job coaching. Buddy coaching sheet to be created for marking areas of improvement and areas coached in.
Quality Report Review – Discuss quality report with agents and highlight common mistakes. Also, maintain a Soft or Hard file for review and comparison purpose.
Mystery Calling: Mystery calling by the TL’s on product basis.
TL outbound feedback and survey: TL to contact customers from their respective team’s and obtain feedback on the quality of service given to them [ Feedback questionnaire to be created]
Recommendation for tests: Recommendation to be given to Training Manager for test and revision required on products.
Daily FAQ’s – Daily FAQ’s to be obtained from the team and cascaded to FAQ FSO and training manager to assist in building knowledge database and training material.
Information flow: TL responsible for flow of information to PBA’s from management and product teams.
Productivity report: To send adherence report to monitor agent’s current performances. [Eg. Log in time / Not Ready time / Return to Queue / No of calls answered / Outbound call duration]
MTD Productivity report: TL to guide agents on MTD productivity periodically for ABU purpose.
Sales report: TL to review sales targets periodically based on reports provide by Sales Manager to analyze agents performance in relation to their monthly ABU’s target.
Cross pollination: [Top sellers interacting with non sellers] Encourage buddy training with Top sellers to cross pollinate best practices [New Agents / Agents weak in sales]
Daily tracker: Implement daily tracker sheet for all new agents for first three months, and implement on all agents falling short in sales for review and inspection purposes subject to TL discretion.
One on One Session: TL to complete One on One session with each agent at least once a month for performance review [which will cover Sales progress / Quality progress / Productivity progress / Disciplinary issues (Log in / Punctuality / Leaves) other issues and concerns], motivate and guide agents and access job satisfaction.
Team meetings: TL to have team meetings every month assigned on a fix day and fixed time in co-ordination with Service manager.
Adherence tracking: TL to track agents leave’s, swaps, and punctuality and take disciplinary action against non- adherer’s
Agent Folder / Filing: Each TL to create agent File to store all agent related reports and documents [ HR / One on One Progress / Quality reports]
Daily Debrief – All agents doing morning shift must be debriefed by TL at end of the shift prior to leaving for the day.
Banc24 / Email Cm follow up: Team leader to address PBA call follows ups primarily through Banc24 and occasionally through email (for quick kill cm service issues with other units) on a daily basis.
Supervisor Calls: TL to attend team’s supervisor calls upon cm request subject to TL discretion.
Projects / Process improvements: TL to be responsible for projects assigned by Unit head and service manager related to process improvements in DBC focusing on key areas: Customer satisfaction, employee satisfaction, improved productivity and efficiency, cost saving and revenue generation
Floor supervision: TL to supervise floor during peak hours to ensure agent adherence and assist in on call problem resolutions
Agent Growth and Motivation: TL responsible for motivation of PBA to delivery quality work and service through PBA tenor, and track growth possibilities.
New Agent Team Induction :
Orientation session [One on One with TL/ Casual] : TL to get to know the agent, Introduce himself
Schedule initial team training sessions [One on One with TL/ Formal] TL to have orientation sessions about ABUS- sales / Quality / Productivity
Training on team Practices [TL / Senior agents]
TL buddy coaching
Outlook training / Personal Folder usage [To be done by training dept.]
Live monitoring: TL to monitor new agents calls [timeline to be discussed]
Contribute for the initial hiring and selecting process of the front liner.
Training and development of staff as per requirements.
Recommendations and taking charge for product and process development based on customer feedback and analysis of the same.
Conducting performance appraisal for the team.
People Management including all HR related issues as well as staff development.
Compiling reports on Team’s performance and customer feedback.
Knowledge, Skills and Experience
University graduate.
Excellent people management skills and conflict management.
Minimum of 3 years experience in a Sales or Service industry.
Customers focus and service orientation.
Motivational skills and positive attitude
Ability to think creatively and challenge
existing systems and processes.
Analytical & numeric skills.
Business sensitivity.
Problem resolution skills.
Ability to work under pressure and think on his/her feet.
Dynamic, results-oriented approach to work.
Adaptable, versatile & capable of managing changes.
Apply to Job