Assistant Manager - Contact Monitoring

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

1. 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
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for undertaking day to day activities for monitoring purpose.

Role Accountability 

1. Listen to and evaluate recorded interactions
2. Mentor employees and share feedbacks based on monitored interactions 
3. Collaborate with cross-functional teams to ensure execution of ongoing skill development and training 
4. Provide new ideas and process gaps while performing the monitoring
5. Monitor calls, provide trend data and feedback to call center csa's and team leaders
6. Drive agent improvement on FCR/CSAT and other business metrics like AHT etc.
7. Identify and rectify defects and errors
8. Identify process improvement opportunities & helping business to fix the same through detailed RCA & follow correction & corrective approach
9. Identify opportunities for overall customer experience improvement
10. Ensure process documentation and compliance adherence

Measures of Success 

1. CSAT score
2. Repeat score of agents
3. Reporting timelines and accuracy
4. Quality improvement across all process 
5. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge of data analysis principles & tools
2. Proficient knowledge wart MS Office (excel/pivots/formula & PowerPoint etc.)

Competencies critical to the role

1. Problem Solving
2. Quality Orientation
3. Process Orientation
4. Customer Orientation

Qualification 

Graduate in any discipline

Preferred Industry

FSI