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SBI Card
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Assistant Manager - WFM, RTM

Assistant Manager - WFM, RTM

SBI Card

0 years

6 - 9 Lacs

Gurgaon

Posted:1 day ago| Platform: GlassDoor logo

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Skills Required

support recognition development learning management analysis dataset report strategy automation strategies export data drive reporting connect risk certifications teamwork collaboration

Work Mode

On-site

Job Type

Part Time

Job Description

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

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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Assistant Manager - WFM, RTM