Deputy Manager - Contact Center (Voice)

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 managing the day–to-day planning, operation and problem-solving of team of ~20 contact center agents to meet required service level standards in customer management.

Role Accountability

1. Manage regular functioning of the Contact Center by effective and timely resource planning, adhering to floor schedule and hygiene, monitoring performance through error trackers, providing feedback to team members, driving productivity
2. Oversee timely and satisfactory resolution of customer complaints and engage with customer for escalations
3. Monitor and drive KPIs such as productivity, Customer detractor scores
4. Partner with SME team to reduce unwarranted inflow of Fee Waiver including Pricing Deviation LOAs, wrong referral / incorrect tagging cases
5. Ensure process documentation and compliance adherence

Measures of Success

1. Achievement of defined SLAs (TAT, Average Handling Time, Call response rate, Call quality)
2. Avoidable escalation %
3. CSAT Score
4. Reduction in incorrect tagging/ wrong referral for hub
5. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge of inbound and outbound voice processes
2. Understanding of upstream/downstream process understanding impacting customers

Competencies critical to the role

1. Relationship Building
2. Problem Solving
3. Detail Orientation
4. Process Orientation

Qualification

Graduate in any discipline

Preferred Industry

FSI