Assistant Manager

Assistant Manager - WFM, RTM

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What's in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

This role ensures that inbound call queues are effectively managed, and maximum calls are answered within service level, this role primarily includes.

1. Forecasting inbound calls & scheduling workforce accordingly
2. Real-time queue management
3. Identifying and resolving bottlenecks
4. Reporting & Analyzing data for real-time trends

Role Accountability

1. Responsible for facilitation of Dialer strategy and Dialer Metric.
2. Monitor all agents are logged into dialer system to assure agents logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns.
3. Collaborate with IT and Process owners for Automation of processes leading to productivity Increase.
4. Implement and execute approved dialer strategies.
5. Ensure parity across sites for the processes / procedures / strategies implemented.
6. Track daily activity closure and timelines.
7. Ensure all approvals are in place for any change implemented in dialer strategy.
8. Required to work in a 24*7 environment on rotational shifts/week-offs as per business process requirements.
9. Ensure a continued work routine as per business process requirements.
10. Ensure all tasks listed below are completed daily.
11. Scrubbing
12. Access Activity
13. Import/Export Data
14. Table Assign
15. Filter Check
16. Fresh/Import/call table
17. Access Activity
18. Scheduler For DR
19. Scheduler For DC
20. File placing shared drive
21. File placing on vender location drive

Measures of Success

1. RCA & Reporting
2. Strategies to ensure better connect & conversion
3. Reduction in cost to serve
4. Timely mitigation of foreseeable risk
5. Timely and error free running of the dialer
6. Overall Connect/Contact & Coverage achievement
7. Overall Abandonment Rate
8. Process adherence as per SOP
9. Any new campaigns from services & sales perspective.

Technical Skills / Experience / Certifications

1. Knowledge of WFM & outbound dialer
2. Expertise in MS Office tools
3. Experience in the arena of Managing Aspect and Dialer Management

Competencies critical to the role

1. Teamwork and Collaboration
2. Business Acumen
3. Problem Solving
4. Stakeholder Management

Qualification

Graduate in any discipline

Preferred Industry

FSI