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Assistant Manager - Contact Centre, SME


SBI Card


Location

Chennai | India


Job description

Job Description

Description for Internal Candidates

Ensure all metrics are met as per agreed targets

Compiling reports on team's performance and customer feedback. Communication and being a focal point of dissemination of information from management to team and vice versa.

Work closely with other operational teams on quality and improvement of service

Work with leaders within the organization to influence the focus on customer experience and coaching strategies.

Ensure productivity parameter is maintained for the team on a daily basis/ Analysis of daily reports on productivity.

Maintain Error tracker and help team to analyze the causes and implement control plans. Mentoring the entire process flow by having huddles with all the leads in regular intervals

Conduct effective resource planning to maximize the productivity of resources

Customer Centricity

Ensure effective controls on EWS penetration and resolution of escalations on a timely basis, Handle customer's supervisor/escalation calls

Eliminating repeated errors, wrong referral and incorrect tagging made by agents working closely with Quality and training team

Driving First Contact Resolution and On Call Resolution

Ensure customer detractor score is maintained below 2%

Partner for Process Simplification Drive Projects - To enahnce customer satisfaction and reduce customer driven variability

Enabling Growth

Customer Retetion is maintained as per plan

Ensure Fee reversal policy is adhered and 0 revenue lekeage

People & Complaince

Manage the Contact Centre team assigned as a line manager in all aspects including training, accolades, promotion, or remedial action plans.

A key initiator of Service improvement programs, both in terms of inception, review, and delivery.

Lead team meetings and other pulse sessions with team members

Manage 2 way communication process between team members and the management & HRM

People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule. Responsible for conducting appraisals, confirmations, promotions and terminations.

Hire, coach and provide training to employees to maintain high customer service standards

Engage and retain top quartile talent

Measures of Success(Define the Outcomes expected of the role) 100% achievement of KPI's and SLA's.

100% adherence to floor hygiene metrics by self and team.

100% adherence to S&L policies by self and team.

Timely publication of daily, weekly and monthly reports.

Effective coaching of team resulting in constant improvement in team and process performance.

Skills Sets Required Excellent communication, interpersonal skills with evidence of team work and collaboration

  • Linguistic proficiency in English and an additional language basis of the location handled.
  • Computer skills (MS Office) especially MS-Excel and MS-Powerpoint.

Ability to work under pressure, strict deadlines and efficient in multi-tasking

  • Data management and analytical skills.
  • Ability to work with multiple levels of management internally and with customers (or clients).

Must have Qualification Graduation from recognised University

Prior customer service experience is mandatory with experience in an inbound/outbound voice process.

Prior experience in handling teams would be an advantage.

Should be flexible to work in rotational shifts and rotational scheduled offs.

Total Experience A minimum work experience of 4-5 years.

Relevant Experience in a field A minimum experience of 2-3 years in an inbound/outbound voice process in customer service. Knowledge of dialer would be an added advantage.

(Pl specify field and years)

Preferred Industry(If any) Experience can be in a domestic or international voice process for a financial or telecom product .Experience in credit card industry would be an added advantage.


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