Job Description

Role Title: Customer Experience Specialist - Retail Card (L06)
Company Overview:
Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry's most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.
We have recently been ranked #2 among India's Best Companies to Work for by Great Place to Work. We were among the Top 50 India's Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.
Organizational Overview:
The Retail Card operations team is dynamic team consisting of multiple portfolios for Phone Bank - customer Service. The portfolio is worked out of Hyderabad in India, Manila / Cebu in Philippines, and multiple locations in USA. It supports multiple clients like Amazon, PayPal, Inc, Google, J.Crew, to name a few.
Role Summary / Purpose:
Customer Experience Specialist - Retail Card operations is responsible for managing a team of 45-50 associates, providing coaching and feedback. As a Customer Experience Specialist, you will play a pivotal role in meeting Productivity, Quality and Customer experience metrics for the process. Implement innovative solutions to enhance performance on metrics like Qcal, VOC, FCR, PR, NPS, CCT and ensure we are compliant.
Essential/Key Responsibilities:
Provide coaching and feedback to the team of Customer Service associates to performance, including VOC, FCR, PR, NPS, CCT, Compliance and Quality.
Review calls evaluated by EQA team for accuracy
Monitoring calls to improve quality, minimize errors and track performance and build an effective and efficient team.
Report behavior and opportunities that can impact the portfolio and the organization.
Conduct extra call monitoring, deliver feedback to customer service representatives and conduct side by side coaching sessions.
Assist with the development and delivery of training (new hire/up skill) related to VOC, FCR, PR, NPS, CCT, Compliance and Quality
Assist with NEO (new hire) training and call evaluations as needed.
Initiate and assist in the development and execution of performance driven contests and other activities.
Initiate and drive call listening sessions
Assist and also lead Client Call Listening Sessions
Lead and Participate in EQA Calibration, FCR / NPS call evaluations.
New hire coaching.
Take lead and work on initiatives / special projects.
Lead by example and drive hybrid work culture in alignment with organizational goals
Required Skills/Knowledge:
Should be 10 + 2 or above in any discipline with minimum 2 years of Retail Card Customer Service experience.
Should have knowledge of Workstation, FDR and Retail Card business groups
Should be flexible to work in night and rotational shifts, evening and weekend coverage.
Fair understanding of call center metrics like VOC, FCR, PR, NPS, CCT, Qcal and compliance.
Strong written and oral communication and interpersonal skills
Demonstrated ability to handle conflict using soft skills
Demonstrated self-starter as well as a team player
Ability to analyze data and offer effective solutions
Ability to work with people and in teams from various functions / departments
Demonstrated ability to handle and prioritize multiple tasks
Desired Characteristics:
Previous experience of coaching to call center performance metrics
Proven ability to provide both positive and constructive feedback
Knowledge of VERINT / Prosodica / Tableau.
Eligibility Criteria:
Should be 10 + 2 or above in any discipline with minimum 2 years of Retail Card Customer Service experience.
Work Timings:
Retail Card is 24*7*365 operations and hence the candidate should be willing to work in rotational night shifts including weekend.
For Internal Applicants:
Understand the criteria or mandatory skills required for the role, before applying
Inform your manager and HRM before applying for any role on Workday
Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)
Must not be any corrective action plan (First Formal/Final Formal, LPP)
L4 to L6 Employees who have completed 12 months in the organization and 12 months in current role and level are only eligible.
L04+ Employees can apply
Grade/Level: 06
Job Family Group: Customer Service Operations

Skills Required