Senior Manager - Contact Centre

- Operational Management, ownership and resolution : Managing the floor, adherence to schedule and floor hygiene. Ensuring customer interaction audits are done on a periodic basis and timely feedback and coaching to the team. Responsible for delivery of the defined customer experience in every interaction.

- Progressively lead multiple captive processes across different geographic locations in India

- Customer Obsession- Manage and Improve C-Sat across all first customer touchpoints and processes involving Voice, Emails, Chats, Social Media etc.

- Training and development of staff. Motivation, leadership for a team and developing future leaders. Ensuring retention of team members is also a key metrics this position's incumbent will need to drive.

- Continuously benchmark with industry leaders to evolve & adopt best practices to be the best in the industry

- Manage the WFH/ WFO basis the access given / Quality errors/ CCRP validation, Minimize financial loss/ monitoring

- Recommend the rewards/incentives to the employees in token of the appreciation /recognition of their efforts in achieving set targets or even crossing the target on daily/weekly/monthly basis as per Company policy

- Ensure Spirit & Letter policies are adhered to and drive a culture of compliance within the team

- Raising red flag on agent/process errors on time to the Vertical Head/Management.

- Analyze and present pro-active solutions to reduce contact volumes and reduce complaints/attritions.

- Conducting performance appraisal for the team and ensuring weekly/on the job feedbacks are provided.

- To use resources to optimum level for achieving targets and productivity.

- Increase profitability by leveraging on Cross Sell, upsell through voice and non-voice processes

- Create, manage and publish relevant and high quality response on social media queries at all stages.

- Keep track of sentiments and collaborate with Marketing to amplify positive and reduce negative.

- Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity

- Monitoring KPIs at partner side and ensuring month on month delivery as mutually agreed between Partner & SBI card.

- Demonstrate winning Social Customer Service techniques such as empathy, patience, advocacy and conflict resolution

- Identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues

- Set up a dedicated social command center to monitor real time data and provide insights that can enhance social heath of company brand

- Create and manage an online review mechanism for building online reviews and reputation.

- Should have confidence to take the lead and guide other employees when necessary. (i.e. content development, creation and editing of content, and online reputation management).