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SBI Card
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Assistant Manager - WFM, RTM

Assistant Manager - WFM, RTM

SBI Card

4 - 12 years

6 - 14 Lacs

Gurugram

Posted:23 hours ago| Platform:

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Skills Required

Business process Outbound RCA Automation Assistant Manager WFM MS Office tools Wellness Medical insurance dialer management Stakeholder management

Work Mode

Work from Office

Job Type

Full Time

Job Description

What s in it for YOU

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
Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the 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
Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for managing Real time Management operations of Outbound Dialer and performing analysis on the dataset & Report management.

Role Accountability

Responsible for facilitation of Dialer strategy and Dialer Metric
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
Collaborate with IT and Process owners for Automation of processes leading to productivity Increase
Implement and execute approved dialer strategies
Ensure parity across sites for the processes / procedures / strategies implemented
Track daily activity closure and timelines
Ensure all approvals are in place for any change implemented in dialer strategy
Required to work in a 24*7 environment on rotational shifts/week-offs as per business process requirements
Ensure a continued work routine as per business process requirements
Ensure all tasks listed below are completed daily.
Scrubbing
Access Activity
Import/Export Data
Table Assign
Filter Check
Fresh/Import/call table
Access Activity
Scheduler For DR
Scheduler For DC
File placing shared drive
File placing on vender location drive

Measures of Success

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

Technical Skills / Experience / Certifications

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

Competencies critical to the role

Teamwork and Collaboration
Business Acumen
Problem Solving
Stakeholder Management

Qualification

Graduate in any discipline

Preferred Industry

FSI

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