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.
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 perks
6. Commitment to the overall development of an employee through comprehensive learning development framework
Role Purpose
Responsible for facilitation of Dialer strategy and Dialer Metrics.
Role Accountability
1. Create Dialer Strategy for all existing new Outbound processes of Customer Services
2. Monitor the existing strategies and suggest modifications from time-to-time to improve productivity, effectiveness Business revenue growth
3. Create SOPs for all Outbound processes Revise with version control
4. Develop Site level load leveling for Optimum utilization of resources
5. Collaborate with IT and Process owners for Automation of processes leading to productivity Increase
6. Implement and execute approved dialer strategies
7. Ensure parity across sites for the processes / procedures / strategies implemented
8. Track daily activity closure and timelines
9.
Lead periodic Internal audit to identify gaps in implementation of dialer strategies and take corrective action
10. Ensure all approvals are in place for any change implemented in dialer strategy
11. Ensure that all dialing should be happen as per TRAI rules and regulations
12. Ensure parity across sites for the processes / procedures / strategies implemented
13. Interact with stakeholders, operating teams and strategy team, on regular basis to ensure accurate timely implementation of dialing strategies
14. Facilitate change management for efficiency and productivity related idea/initiative implementation.
15. Participate in portfolio and Ops performance reviews
16. Ensure process documentation and compliance adherence
Measures of Success
1. Agent productivity
2. % achievement on assigned PEN and Contact rate targets
3. New strategies reviews within TAT
4. Process Adherence as per MOU
Technical Skills / Experience / Certifications
1. In-depth product and industry knowledge, Knowledge of Aspect dialer (Preferable)
2. Knowledge of MS Excel and PowerPoint
3. Experience of SQL Oracle SQL Developer
4. Preferred Exposure to multiple dialer platform and WFM tools
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.