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SBI Card
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Manager - Contact Center, Social Media

Manager - Contact Center, Social Media

SBI Card

2 - 5 years

5 - 8 Lacs

gurugram

Posted:2 days ago| Platform:

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Skills Required

publishing conflict resolution analytical social media wellness customer service medical insurance stakeholder management complaint management customer interaction

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 supervising Customer Service Agents managing social media channels for SBI Card, ensuring no adverse brand/reputational impact as a result of social media escalations.

Role Accountability

Manage social media operations through adherence to schedule and floor hygiene, conducting periodic customer interaction audits and providing regular feedback and coaching to the team
Manage creation, management and publishing of relevant and high quality response on social media queries at all stages
Drive agent productivity and ensure month on month delivery, conduct audits to identify reason for variance in score and ensure the gaps are being reported and closed
Identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues and leverage right tool to manage customer queries
Monitor the social media review online review mechanism to identify threats and opportunities in real time and report notable threats to appropriate management
Analyze data for identification of pro-active solutions to reduce contact volumes and reduce complaints/attritions
Liaise with counterparts in Sales, Legal, Marketing, Risk, Product and collection to manage off-script escalations and minimize brand/reputation impact
Ensure process documentation and compliance adherence

Measures of Success

Achievement of defined SLAs (First Response Time, Final Resolution Time)
Budget and timeline adherence as per operating plan
Agent Productivity
No adverse observations in internal/external audits
Timely publication of daily, weekly and monthly reports
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Knowledge of Social Media Query/Request/Complaint management techniques.

Competencies critical to the role

Customer Orientation
Stakeholder Management
Problem-solving ability
Analytical Ability

Qualification

Graduate in any disciple, MBA preferred

Preferred Industry

FSI

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