SBI - Senior Special Executive - Command Centre Manager

RECRUITMENT OF SPECIALIST CADRE OFFICERS IN STATE BANK OF INDIA ON CONTRACT BASIS

ADVERTISEMENT No. CRPD/SCO/2022-23/05

Online Registration of Application and Online Payment of Fee: (Last date of Apply Online extended till 11.05.2022)

State Bank of India invites On-line application from Indian citizen for appointment in the following Specialist Cadre Officer posts on contract basis. Candidates are requested to apply Online through the link given in Bank's website https://bank.sbi/web/careers

Post - Senior Special Executive - Command Centre Manager

Educational Qualification :

Graduate from a recognized University , Postgraduate in Quality Management /Analytics/ Data Sciences will be preferred

Work Experience & Specific Skill as on 01.04.2022 :

Post Qualification experience of minimum 5 yrs with at least 2 yrs experience in managing Customer service BPO domain or in captive centres of Banking Financial Services and Insurance Sector (BFSI) companies (preferred), global e-commerce, etc.

- Deep knowledge of contact centre fundamentals, service excellence, and client management

- Strong team management skills

- Data analysis

- Managing strong MIS / development of new Management Information System (MIS)

- Designing dashboards

- Troubleshooting

- IT service Management workflow configuration

Specific Skills - Proficiency in Microsoft Office Tools and Call Centre tools / technology (Preferred)

Job Profile:

- Real time monitoring of all metrics associated with inbound Contact Centre operations

- Monitoring Campaigns whenever launched, analysis of results and impact analysis

- Proactive identification, and flagging off of key challenges/impacted metrics

- Preparation and circulation of relevant reports and dashboards to relevant stakeholders including top

management

- Forecasting & monitoring of forecast

- Proactive identification & resolution of issues impacting inbound/ Outbound Contact Centre performance

- Raising of poor-quality issues with top management of vendor and internally to ensure best in class quality on all calls

- Rationalization of scoring parameters to improve overall quality and customer satisfaction from time to time

KRAs:

- Real time monitoring of all Contact Centre metrics associated with inbound/Outbound

- Real time monitoring of all metrics associated with collections/Sales calling

- Monitoring Campaigns whenever launched, Analysis results and impact analysis

- Proactive identification, and flagging off of key challenges/impacted metrics

- Cross functional working across all departments to identify reasons for dip in performance and resolution

- Analysis of performance parameters in weekly meeting. Actions for improving performance under Service Level Agreement (SLA) based parameters

- Preparation and circulation of relevant reports and dashboards to relevant stakeholders including top management

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