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 collaborationJob tags
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