Sky CA - Area Manager-Sky Channel-VRM - CA

Job Role: Team Leader

• Lead a team of Virtual Relationship Managers (VRM) responsible of service, sales, and profitability from assigned portfolio.
• Collaborating with fulfilment teams to ensure best in class conversion ratios.
• Ensure availability of trained manpower to maintain production at 100% capacity.
• Meet cost to income ratios as determined by Score card.
• Adherence to Standards of Performance.
• Meeting Customer Satisfaction index as measured through NPS surveys.
  
  

• Graduate with 7+ years of experience or Post Graduate with around 5 years of experience, of which a min 3 years leading a team of 15+ Full Time Employees.
• People management skill essential.
• Experience in working in a tele-sales or relationship management in BFSI preferred.
• Certified in AMFI/IRDA.
• Good listening skills and strong communication abilities.
• Team Player.
  
  

• To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors.
  
  

• This skill will also do sales with assigned customer based mapped to them.
• Measure of outcomes – NPS, Service Level, Service Quality and Sales.
• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
• Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.
• Complete the logs specified by the process (End-of-day target).
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process.
• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance.
  
  

• Should be a least graduate.
• No western line candidates to be scheduled, kindly hunt profiles residing near to Thane.
• Should not have employment gap for more than a month.
• Should have at least completed a year in current org.
• Better soft skills – conversational skills and English versant scores 7+.
• Flexible to work on rotational week offs.