Job Description

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

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 managing Operational KPI's, Team activities ,Team Roles & Responsibility and RCA & Reporting.

Role Accountability

Predict the resources required in future to manage the transactions (Calls, emails,etc), creation of capacity plan to have week on week view of HC (available & projected) Develop forecast models to manage volumes & deliver Service Levels as per plan and use information from previous years to proactively plan holiday patterns to ensure the most effective use of man-hours Identify Intra-Day & Daily Anomalies in Volumes and smoothening the trends to plan Develop and deploy effective staffing to optimize the use of available resources, create Employee Schedules basis the Interval Staffing requirement , ensuring optimum resources during peak requirement Execute Real Time Management to ensure Late Login/Early Logout, Unauthorized Activity, HOLD/WRAP/ High talk time, Call Volume Pattern Changes, Outages/Break Changes/Unplanned Trainings/Meetings Break/Schedule Adherence to be monitored at real time basis Ensure reduction of CSA's Wrap/Hold leading to reduction in AHT Ensure work is allocated through skill-based routing by ACD across all sites and users are mapped with respective skill to answers the calls Ensure Pan India Language Skill is maintained for every month and validate the skill every week for the respective location to manage the regional Queue Track Compensatory Offs taken on account of National Holidays and Share with the Compliance Team,Pro-actively build triggers/ Audit process to identify opportunities and highlight exceptions, maker-checker process to be in place, Identify and execute process improvements. Identify policy requirements, & enforce business efficient policies around it Lead, develop and manage a team of performance, reporting and analytics, Ensure Timely EMS closure, training closure Provide regular feedback & coaching sessions to be conducted,Effecive co-ordination with various stakeholders on a regular intervals ensuring desired requirement/output is met Ensure process documentation and compliance adherence

Measures of Success

Cost Saving Service levels and Abandon rates Timeline Adherence of Automation & Rationalization of reports Adherence to new hires training days Anomalies reduced Volume forecast variance as per plan Employee Attrition % Process Adherence as per MOU

Technical Skills / Experience / Certifications

Knowledge of inbound Call Centre and WFM ,Strong analytical skills with the ability to collect, organize, analyze, and circulate significant amounts of information with accuracy Proficient with MS Office (especially MS Excel)

Competencies critical to the role

Analytical ability Stakeholder Management Process Orientation Detail Orientation

Qualification

Graduate in any discipline

Preferred Industry

Customer Service- Call Center (Inbound)