Assistant Manager - WFM, RTM at SBIC External Career Site

Gurgaon, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

0.0

Posted On

19 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

WFM, Outbound Dialer, MS Office, Aspect Management, Dialer Management, Teamwork, Collaboration, Business Acumen, Problem Solving, Stakeholder Management, Real Time Management, Data Analysis, Report Management, Dialer Strategy, Metric Monitoring

Industry

Financial Services

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 Real time Management operations of Outbound Dialer and performing analysis on the dataset & Report management. Role Accountability Responsible for facilitation of Dialer strategy and Dialer Metric Monitor all agents are logged into dialer system to assure agents logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns Collaborate with IT and Process owners for Automation of processes leading to productivity Increase Implement and execute approved dialer strategies Ensure parity across sites for the processes / procedures / strategies implemented Track daily activity closure and timelines Ensure all approvals are in place for any change implemented in dialer strategy Required to work in a 24*7 environment on rotational shifts/week-offs as per business process requirements Ensure a continued work routine as per business process requirements Ensure all tasks listed below are completed daily. Scrubbing Access Activity Import/Export Data Table Assign Filter Check Fresh/Import/call table Access Activity Scheduler For DR Scheduler For DC File placing shared drive File placing on vender location drive Measures of Success RCA & Reporting Strategies to ensure better connect & conversion Reduction in cost to serve Timely mitigation of foreseeable risk Timely and error free running of the dialer Overall Connect/Contact & Coverage achievement Overall Abandonment Rate Process adherence as per SOP Any new campaigns from services & sales perspective. Technical Skills / Experience / Certifications Knowledge of WFM & outbound dialer Expertise in MS Office tools Experience in the arena of Managing Aspect and Dialer Management Competencies critical to the role Teamwork and Collaboration Business Acumen Problem Solving Stakeholder Management Qualification Graduate in any discipline Preferred Industry FSI

Responsibilities

The role is responsible for managing Real Time Management operations of the Outbound Dialer, performing dataset analysis, and managing reports. Accountability includes facilitating dialer strategy, monitoring agent login and campaign assignment to maximize productivity, and collaborating with IT for process automation.