Call evaluation & call monitoring of phone banking officers and team leads.⦁ Conduct (Health check) Mystery Shopping on daily basis.⦁ Conduct customer satisfaction Survey.⦁ Conduct coaching and counseling session when and where required.⦁ Share the Monthly performance of inbound and outbound units.⦁ Performance evaluation of respective team and individuals.⦁ Conduct training and development programs.⦁ Identify the ratio of complaints.⦁ FCM (Frequent call monitoring)⦁ Ensure floor ethic and floor guide lines as per code of conduct.⦁ Ensuring that a well-trained batch is offered to operations within defined TAT.⦁ Other task assign by line manager time to time

 Call evaluation & call monitoring of phone banking officers and team leads.
⦁ Conduct (Health check) Mystery Shopping on daily basis.
⦁ Conduct customer satisfaction Survey.
⦁ Conduct coaching and counseling session when and where required.
⦁ Share the Monthly performance of inbound and outbound units.
⦁ Performance evaluation of respective team and individuals.
⦁ Conduct training and development programs.
⦁ Identify the ratio of complaints.
⦁ FCM (Frequent call monitoring)
⦁ Ensure floor ethic and floor guide lines as per code of conduct.
⦁ Ensuring that a well-trained batch is offered to operations within defined TAT.
⦁ Other task assign by line manager time to time

⦁ Call evaluation & call monitoring of phone banking officers and team leads.
⦁ Conduct (Health check) Mystery Shopping on daily basis.
⦁ Conduct customer satisfaction Survey.
⦁ Conduct coaching and counseling session when and where required.
⦁ Share the Monthly performance of inbound and outbound units.
⦁ Performance evaluation of respective team and individuals.
⦁ Conduct training and development programs.
⦁ Identify the ratio of complaints.
⦁ FCM (Frequent call monitoring)
⦁ Ensure floor ethic and floor guide lines as per code of conduct.
⦁ Ensuring that a well-trained batch is offered to operations within defined TAT.
⦁ Other task assign by line manager time to time.

• Dealing with most Priority clients (Platinum and Signature account holders) of the bank
• Answer incoming calls and resolve the customer grievances.
• Perform the financial transaction through accounts and credit card.
• Process all request and solicit feedback from the callers.
• Investigate and identify the root cause of complain; Coordination and interaction with other units of the bank to resolve.
• Suggest possible alternative to the client if the requested service is not available.
• Cross-selling banking products.
• Execute other responsibilities as assigned