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06/05 Sunil Yewale
HR at State Bank Of India

Views:480 Applications:59 Rec. Actions:Recruiter Actions:0

SBI - Senior Special Executive - Customer Experience/Training & Scripts Manager - Inbound & Outbound (5-10 yrs)

Mumbai Job Code: 1090941

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 Customer experience, Training & Scripts Manager (Inbound & Outbound)


Educational Qualification :


Graduate from a recognized University , Postgraduate in Human Resource Management 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) (preferred), global e-commerce, etc. (Preferably-Customer Operations Performance Centre (COPC) certified organizations)


- Deep knowledge of contact centre fundamentals of Banking Financial Services and Insurance Sector (BFSI), service excellence, and client management


- Excellent communication skills, both written and verbal to manage international client communications (English and Hindi languages)


- Strong team management skills


Specific Skills:


- Advanced Microsoft Office Tools, Advanced analytics, Statistics, Call Centre tools / technology (Preferred)


Job Profile:


- Responsible for overall quality of interaction by agents at respective sites


- Responsible for call audit & scoring of calls audited by team


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


- Reconciliation of difference of opinion between QM team and vendor on the scores assigned to particular calls (if applicable)


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


- Responsible for working with quality monitoring team to improve customer experience - i.e. through the usage of proper scripts by the agents


- Listening into call recordings to identify gaps & opportunities for improvement of on call experience


KRAs:


- Responsible for internal & external Customer Satisfaction scores (CSAT) (measurement, computation & improving fill rate)


- Responsible for setting up external CSAT measurement methodology and revising the same from time to time


- Responsible for working with quality monitoring team to improve customer experience - i.e., through the usage of proper scripts by the agents


- Monitoring and mentoring of Agents for scripts utilisation, timely Training and briefing of agents


- Coordination with the BUs for latest updates for changes in business processes and products


- Responsible for working with transformation team to give inputs and make journeys seamless so as to improve customer experience


- Responsible for coordinating with Learning & Development (L&D) team across vendors for enhanced training of all vendors


- Overall script owners to add/modify/remove scripts along with partner agencies and Business Units to achieve objectives of higher customer satisfaction, lower Average Handling Time (AHT) and improved service to sales


- Responsible for reviewing and suggesting changes to the training curriculum across vendors for different categories of agents


- Random sampling of training sessions of vendors to ensure quality


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Women-friendly workplace:

Maternity and Paternity Benefits

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