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Role Purpose
The job-holder is responsible for driving and controlling, all aspects of Telemarketing including Sales and service standards across products at a call center location for attainment of strategic, financial and operative objectives.
The purpose of the Sales and Quality is to provide high level support to the Sales and Service Team including administrative duties and/or assisting with delivery of the quality/coaching model, and/or consistency checking, and/or need identification and/or coaching of team managers.
Coach, motivate and lead a team to deliver excellent customer service and sales propositions to a wide range of HSBC RBWM local and international customers whilst ensuring the cost effectiveness of the operation.
Principal Responsibilities
- To driveprocesses to meet and exceed the AOP revenue and expense targets of Personal Loan
- To get a robust Third-Party Sales channel created in conjunction with the multiple stages & teams involved.
- End to end process flow management w.r.t. Sale for the product in a particular location.
- Attaining specific / measurable goals to meet Annual operating plan
- Need identification and sales opportunities.
· Liaising with Internal and External Customer (TPA) to ensure smooth operations at Contact center. This involves.
ü Login Headcount
ü Campaign Planning
ü Regulate processes like OJT and Development Plan
ü Average Agent Productivity
ü Quality
- To support the Complaints Team with adequate information and facilitate resolution and ensure that Sales related Complaints are well within acceptable levels.
- Customer Experience:
ü To ensure Quality score of each process is above benchmark.
ü To ensure Calibration Variance of each process is within set limits.
ü Support the Quality Team to ensure optimum service delivery and enhanced customer satisfaction.
To regularly benchmark in-house practices and processes and initiate required changes, which will accelerate growth for the Centre.
