Operations Analyst
7 days ago
SBI Card is a leading credit card issuer in India, catering to diverse customer needs. Our mission is to Make Life Simple for our customers through seamless payment experiences and rewarding benefits.
Role Purpose
The Contact Center Operations Manager will be responsible for having advanced skill-based routing setups for Voice & Non-Voice services to ensure the best fit agent answers customer queries with the right amount of Head Count.
Accountability
- Manage projects and actionable items related to them
- Track and update projects with respect to the timelines provided
- Review and present projects to stakeholders
- Responsible for the implementation, management, and support of Contact Center Platform (Aspect)
Skills & Experience
- Technical expertise regarding data models, database design development, data mining, and segmentation techniques
- Hands-on experience on analytical tools like SAS, data mining tools like SQL, and visualization tools like Tableau
- Strong Numeracy skills to interpret historical volumes and forecast
- Depth knowledge of Contact Center Platforms I.e. Aspect, Genesys etc., Aspect is preferred
Benefits
- Work-life balance philosophy with a robust wellness and wellbeing program to support mental and physical health of employees
- Well-crafted rewards and recognition program for employees
- Dynamic, inclusive, and diverse team culture
- Gender-neutral policy
- Inclusive health benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance, and Annual Health Checkup, Dental, and OPD benefits
Education & Certification
- Postgraduate or Graduate from a recognized University
- Call Center/WFM knowledge preferred, WFM tool
- Understanding of Skill Based Routing Models, Aspect is preferred
Industry
- Financial Services Industry
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