Deputy Manager - Outbound Dialer

SBI Card; Gurgaon; On-site; INR 600,000 - 900,000; Full time

Job summary

SBI Card is seeking a Dialer Strategy Lead for its Customer Services outbound operations. You will design and monitor dialer strategies, create SOPs, and collaborate with IT for automation to enhance productivity and revenue.

You will ensure policy compliance and process parity across sites while engaging stakeholders for timely execution. Graduate in any discipline with exposure to dialer platforms, WFM tools, and SQL is preferred.

Qualifications

• Graduate in any discipline.

Responsibilities

• Create dialer strategy for all outbound Customer Services processes.
• Monitor existing strategies and modify to improve productivity and revenue growth.
• Create SOPs for outbound processes with version control.
• Develop site-level load leveling for optimum resource utilization.
• Collaborate with IT and process owners for automation of processes.
• Implement and execute approved dialer strategies.
• Ensure parity across sites for processes and strategies.
• Track daily activity closures and timelines.
• Lead internal audits to identify gaps and take corrective actions.
• Ensure all approvals for any dialer strategy changes.
• Ensure compliance with TRAI rules and regulations.
• Interact with stakeholders regularly to ensure timely implementation of dialing strategies.
• Facilitate change management for efficiency initiatives.
• Participate in portfolio and Ops performance reviews.
• Ensure process documentation and compliance.

Skills

Dialer strategy

Dialer metrics

Stakeholder management

Analytical ability

Process orientation

Detail orientation

MS Excel

PowerPoint

SQL

Education

Graduate degree

Tools

Aspect dialer

WFM tools

Dialer platforms

Oracle SQL

Job description

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

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 facilitation of Dialer strategy and Dialer Metrics.

Role Accountability

1. Create Dialer Strategy for all existing & new Outbound processes of Customer Services
2. Monitor the existing strategies and suggest modifications from time-to-time to improve productivity, effectiveness & Business revenue growth
3. Create SOPs for all Outbound processes & Revise with version control
4. Develop Site level load leveling for Optimum utilization of resources
5. Collaborate with IT and Process owners for Automation of processes leading to productivity Increase
6. Implement and execute approved dialer strategies
7. Ensure parity across sites for the processes / procedures / strategies implemented
8. Track daily activity closure and timelines
9. Lead periodic Internal audit to identify gaps in implementation of dialer strategies and take corrective action
10. Ensure all approvals are in place for any change implemented in dialer strategy
11. Ensure that all dialing should be happen as per TRAI rules and regulations
12. Ensure parity across sites for the processes / procedures / strategies implemented
13. Interact with stakeholders, operating teams and strategy team, on regular basis to ensure accurate & timely implementation of dialing strategies
14. Facilitate change management for efficiency and productivity related idea/initiative implementation.
15. Participate in portfolio and Ops performance reviews
16. Ensure process documentation and compliance adherence

Measures of Success

1. Agent productivity
2. % achievement on assigned PEN and Contact rate targets
3. New strategies reviews within TAT
4. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. In-depth product and industry knowledge, Knowledge of Aspect dialer (Preferable)
2. Knowledge of MS Excel and PowerPoint
3. Experience of SQL & Oracle SQL Developer
4. Preferred Exposure to multiple dialer platform and WFM tools

Competencies critical to the role

1. Analytical ability
2. Stakeholder Management
3. Process Orientation
4. Detail Orientation

Qualification

Graduate in any discipline

Preferred Industry

FSI