Job Description

Role description Document A Position Overview Position Title Assistant Key Account Manager Department HDFC Bank - Tele Vertical Level/ Band Sr. Executive/AM B Organizational Relationships Reports To Area MAnager Supervises C Job Dimensions Geographic Area Covered HDFC Bank Tele Floor Stakeholders Internal HDFC Bank Tele Supervisors / Phone Bankers External D Key Result Areas Organization process Key contributions Frequency 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 Daily / Monthly 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 MIS .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 E Skills Required Technical Good Knowledge of MS Office / MS Excel Behavioral Essential Desired Interpersonal skills . Communication skills . Creative thinking skills . Supervising/Leadership skills . Teamwork Skills . Influencing skills . Relationship Building skills . Decision making skills . Advance Excel skills . F Incumbent Characteristics Essential Desired Qualification Graduation Post-Graduation Experience At least 2-3 years of experience in call centre industry, in Quality / Training process. Any industry

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