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    Job · 19105687

    SBI Cards & Payment Services logo

    Assistant Manager - Contact Monitoring

    SBI Cards & Payment Services · Chennai · onsite · Posted 28d ago

    Undisclosed2–5 yrsfulltimeSourced fromNaukri

    About a minute. You'll make an account on the way through.

    About this role

    About the company
    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 undertaking day to day activities for monitoring purpose.
    Role Accountability
    1. Listen to and evaluate recorded interactions
    2. Mentor employees and share feedbacks based on monitored interactions
    3. Collaborate with cross-functional teams to ensure execution of ongoing skill development and training
    4. Provide new ideas and process gaps while performing the monitoring
    5. Monitor calls, provide trend data and feedback to call center csas and team leaders
    6. Drive agent improvement on FCR/CSAT and other business metrics like AHT etc.
    7. Identify and rectify defects and errors
    8. Identify process improvement opportunities & helping business to fix the same through detailed RCA & follow correction & corrective approach
    9. Identify opportunities for overall customer experience improvement
    10. Ensure process documentation and compliance adherence
    Measures of Success
    1. CSAT score
    2. Repeat score of agents
    3. Reporting timelines and accuracy
    4. Quality improvement across all process
    5. Process adherence as per MOU
    Technical Skills / Experience / Certifications
    1. Knowledge of data analysis principles & tools
    2. Proficient knowledge wart MS Office (excel/pivots/formula & PowerPoint etc. )
    Competencies critical to the role
    1. Problem Solving
    2. Quality Orientation
    3. Process Orientation
    4. Customer Orientation
    Qualification
    Graduate in any discipline
    Preferred Industry
    FSI


    Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

    Sourced from naukri

    Skills

    CSATCustomer Experienceprocess documentationquality improvementCall CenterDentalProcess ImprovementCustomer OrientationTerm Life Insurancemedical insuranceopdpivotsdata analysiscomplianceAht

    About SBI Cards & Payment Services

    SBI Cards & Payment Services logo

    SBI Cards & Payment Services

    Financial Services

    3.8k+

    employees

    1998

    28 years old

    Gurgaon/Gurugram, Haryana

    India

    ₹4.6L PA avg

    Avg at SBI Cards & Payment Services

    About

    Plastic money for utilities and payments

    Industries

    Financial Services

    Employee ratings

    10 reviews

    3.7/ 5

    Culture

    2.5

    Career growth

    1.7

    Work-life

    2.5

    Employees rate it well for

    Overall Company37Skill Development36

    Find them on

    WebsiteLinkedInAmbitionBox reviews

    Assistant Manager - Contact Monitoring · waiting for your command