Manager - WFM, RTM

SBI Card; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Work-life balance

Wellness program

Rewards & recognition

Diverse team culture

Inclusive health benefits

Job summary

SBI Card in India is seeking a Dialer Strategy specialist to lead outbound calling initiatives for Customer Services. You will shape dialer strategy, monitor performance, and collaborate with IT to automate processes for higher productivity.

The role requires adherence to TRAI rules, ensuring process parity across sites, and driving continuous improvement through SOPs and audits to boost efficiency and revenue.

Qualifications

• Graduate with strong analytical abilities and stakeholder skills.
• Experience with dialer platforms and WFM tools.
• Proficiency in MS Excel and PowerPoint.
• Knowledge of SQL and Oracle SQL Developer.

Responsibilities

• Create and optimize outbound dialer strategies for customer services.
• Monitor strategies and suggest productivity improvements.
• Develop SOPs with version control for outbound processes.
• Coordinate with IT and process owners for automation.
• Ensure TRAI compliance in all dialing activities.
• Lead audits to identify gaps and drive corrective action.
• Track daily activity closures and timelines.
• Collaborate with stakeholders on strategy implementation.

Skills

Analytical ability

Stakeholder management

Process orientation

Detail orientation

Education

Graduate degree in any discipline

Tools

MS Excel

PowerPoint

SQL

Oracle SQL Developer

Dialer platforms

WFM tools

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 indulging 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.

Job Description

SBI Card is proud to be an equal‑opportunity and inclusive employer and welcomes employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste, etc. We are 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.

Benefits

• 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 programs for the employees.
• Dynamic, inclusive and diverse team culture.
• Gender neutral policy.
• Inclusive health benefits for all – medical insurance, personal accident, group term life insurance and annual health checkup, dental and OPD benefits.
• Commitment to the overall development of an employee through comprehensive learning and development framework.

Role Purpose

Responsible for facilitation of Dialer strategy and Dialer metrics.

Role Accountability

• Create Dialer strategy for all existing and new outbound processes of Customer Services.
• Monitor the existing strategies and suggest modifications from time to time to improve productivity, effectiveness and business revenue growth.
• Create SOPs for all outbound processes and revise with version control.
• Develop site‑level load leveling for optimum utilisation of resources.
• 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 and strategies implemented.
• Track daily activity closure and timelines.
• Lead periodic internal audit to identify gaps in implementation of dialer strategies and take corrective action.
• Ensure all approvals are in place for any change implemented in dialer strategy.
• Ensure that all dialing is performed as per TRAI rules and regulations.
• Interact with stakeholders, operating teams and strategy team on a regular basis to ensure accurate and timely implementation of dialing strategies.
• Facilitate change management for efficiency and productivity related idea/initiative implementation.
• Participate in portfolio and ops performance reviews.
• Ensure process documentation and compliance adherence.

Measures of Success

• Agent productivity.
• % achievement on assigned PEN and contact rate targets.
• New strategy reviews within TAT.
• Process adherence as per MOU.

Technical Skills / Experience / Certifications

• In‑depth product and industry knowledge, knowledge of Aspect dialer (preferable).
• Knowledge of MS Excel and PowerPoint.
• Experience with SQL and Oracle SQL Developer.
• Preferred exposure to multiple dialer platforms and WFM tools.

Competencies critical to the role

• Analytical ability.
• Stakeholder management.
• Process orientation.
• Detail orientation.

Qualification

Graduate in any discipline.

Preferred Industry

FSI.