Manager - Contact Center, Social Media

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

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 benefits
6. 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

1. 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
2. Manage creation, management and publishing of relevant and high quality response on social media queries at all stages
3. 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
4. Identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues and leverage right tool to manage customer queries
5. Monitor the social media review online review mechanism to identify threats and opportunities in real time and report notable threats to appropriate management
6. Analyze data for identification of pro-active solutions to reduce contact volumes and reduce complaints/attritions
7. Liaise with counterparts in Sales, Legal, Marketing, Risk, Product and collection to manage off-script escalations and minimize brand/reputation impact
8. Ensure process documentation and compliance adherence

Measures of Success

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

Technical Skills / Experience / Certifications

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

Competencies critical to the role

1. Customer Orientation
2. Stakeholder Management
3. Problem-solving ability
4. Analytical Ability

Qualification

Graduate in any disciple, MBA preferred

Preferred Industry

FSI