RO:Inbound Channel - Team Member

Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

Key Responsibilities

-          Managing New Hire Training (NHT) batches � ~15 to 20 new joiners in each batch � end to end,

-          Conducting all trainings � process, product, applications, soft skills, etc. � that are part of the NHT roadmap and timelines,

-          Maximizing learning retention through regular tests, mock calls, teach-back sessions, case-study discussions, and other class participation techniques,

-          Ensuring engagement of new joiners and facilitate connect sessions with critical stakeholders,

-          Owning the performance and retention of new joiners during classroom training, Pre-OJT as well as OJT, ensuring that they meet all the Pre-OJT and OJT targets,

-          Addressing the learning and developmental gaps of the batch through ongoing feedback and coaching basis call evaluations / listening / barge-ins,

-          Working closely with mentors and track performance improvement through daily reporting,

-          Adhering to the documentation and other compliance requirements that are part of NHT,

-          Ensuring seamless transition from NHT to M1 without any impact on performance,

-          Mentoring new joiners during their M1 to enable them in better handling of customer queries and complaints,

-          Contributing to the learning and development of existing agents, as per business requirement

Optimal qualification for success on the job is:

� Graduate or Post-graduate from a recognized institution

�3-5 years of relevant experience

For successful execution of the job, a candidate should possess the following:

- Excellent communication skills,

- Effective presentation skills,

- Coaching & mentoring,

- Planning & organizing,

- Result Orientation,

- Must be trained on at least 2 of the 3 LoBs � Cards, Bank-NR, Assets