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Assistant Vice President - Contact Centre

Assistant Vice President - Contact Centre

SBI Card

8 - 18 years

25 - 35 Lacs

gurugram

Posted:14 hours ago| Platform:

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Skills Required

manager quality assurance process improvement analytical customer retention wellness customer service medical insurance stakeholder management assistant vice president service level adherence

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsible for manage the day to-day planning, operation and problem-solving of customer service agents in order to meet with the required service level standards across email/voice/chat channels for premium and non-premium customers.

Role Accountability

Drive achievement of KPIs (service level adherence, revenue generation via service to sales, abandonment rate, customer retention) for voice and email channels
Ensure effective controls on EWS penetration and resolution of escalations on a timely basis through coordination with various internal stakeholders (Marketing, Legal, Communications, HR, etc.)
Validate Level of Approval (LOA) for level 2 & 3 in Contact Centre to resolve customer queries within TAT and control financial loss and drive First Contact Resolution and On Call Resolution targets
Drive customer retention by coordinating with stakeholders/designated authorities to seek exceptions/deviations wherever required
Maintain repository of CSA errors, avoidable escalation/ exceptional approvals to build control mechanism and engage with functions on reduction of wrong referral / incorrect tagging cases
Drive culture of challenge existing process contributing to unwarranted contacts & escalations and liaison with Support functions (Sales, Credit Marketing , Product, Collections..) to identify and fix process gaps
Ensure process documentation and compliance adherence

Measures of Success

Achievement of defined SLAs (TAT, Average Handling Time, Call response rate, Call quality)
Revenue Target as per agreed MOU
Adherence to floor hygiene metrics by self and team
CSAT Score
Timely publication of daily, weekly and monthly reports
Process Improvement through RPA
Agent Productivity
Adherence to Quality Assurance score threshold
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Understanding of card lifecycle management processes
Understanding of upstream/downstream process understanding impacting customers

Competencies critical to the role

Stakeholder Management
Problem-solving ability
Analytical Ability

Qualification

Graduate in any discipline

Preferred Industry

FSI

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